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National study lists top energy utility brands among residential customers

Washington Gas Earns Most Trusted Brand for Third Consecutive Year

Washington Gas has been recognized as a Most Trusted Brand for the third year in a row based on a nationwide survey of residential customers published in a 2019 Cogent Syndicated Report released by Escalent, a premier human behavior and analytics firm.

The annual energy industry survey, Utility Trusted Brand & Customer Engagement™: Residential report, identified the top 32 utilities in the United States designated as the most trusted brands. Washington Gas ranked thirteenth nationally among natural gas utilities in 2019.

For its brand trust index, Escalent polled 62,122 residential electric, natural gas and combination utility customers of the 140 largest utility companies, using 35 rating questions covering emotional attachment and management performance factors. The new report reinforces that stronger community involvement and better communication skills influence building utility trust.

As in prior studies, Washington Gas posted high scores on many fronts, including community involvement and environmental dedication, which helped earn the trust of its customer base.  

“We are proud to be recognized for the third year in a row for our constant focus on excellent customer service, giving back to the community, enhancing customer communications, and being a trusted partner when providing innovative energy services and solutions throughout our service territory of 1.1 million customers in Washington D.C., Maryland and Virginia,” said Adrian Chapman, President and CEO of Washington Gas. “Most rewarding of all, the survey reflects the direct input of our customers. Washington Gas will continue our dedication to quality customer service and serving the community as we provide safe, affordable and reliable natural gas to a region we have been honored to call home for 171 years.”   

Several initiatives played a role in Washington Gas’ top brand recognition over the years, including ongoing customer communications enhancements and a commitment to continuous improvements in the customer online and self-service space. The company also maintains a focus on regularly providing information on natural gas safety, energy conservation, federal and regional energy assistance programs, helping customers to understand their bills, as well as providing fee-free options to pay bills by telephone, use of online services and in-person using cash at various retail locations in our service territory.

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