UGI Utilities Recognized as Customer Champion in National Utility Study

UGI Utilities, Inc. has earned a spot on Escalent's 2024 Customer Champions list, solidifying its position as a leader in customer engagement within the utility sector. This recognition comes as part of Escalent's Cogent Syndicated Utility Trusted Brand & Customer Engagement™: Residential study, a comprehensive analysis that evaluates the performance of 142 utilities across the United States. The study involved surveys of 59,377 residential customers of major U.S. utility companies, encompassing electric, natural gas, and combination utility providers. UGI's inclusion in this prestigious list underscores its commitment to building strong, engaged relationships with its customer base.

According to Escalent's findings, Customer Champions like UGI Utilities excel in several key areas that set them apart from industry averages. These areas include fostering goodwill within local communities, effectively communicating with customers about system improvements, and offering impactful programs such as energy-saving initiatives. Suzanne Haggerty, director of syndicated research with Escalent's Energy industry practice, noted the consistency of Customer Champions' performance. "These aren't utilities that have suddenly started outscoring their peers in 2024," Haggerty explained. "Most Customer Champions have higher scores now than they did prepandemic, meaning they held on to at least some of that 2020 scoring bump." This observation highlights the sustained efforts of UGI Utilities in maintaining and improving its customer service standards, even in the face of challenges posed by the global pandemic.

Dan Adamo, UGI's Vice President of Customer Relations, emphasized the company's dedication to its core mission. "UGI's mission of delivering safe, reliable, and affordable energy services is built on providing high level customer service," Adamo stated. He further expressed pride in the company's recognition as a Customer Champion and reaffirmed UGI's commitment to ongoing investment in employees and technology to enhance customer service quality. UGI Utilities serves a substantial customer base of over 740,000 across 46 counties in Pennsylvania and one in Maryland, providing both natural gas and electric services. The company's inclusion in the Customer Champions list is particularly significant given the scale of its operations and the diverse needs of its customer base.

This recognition by Escalent carries considerable weight in the utility industry. As a top data analytics and advisory firm with extensive experience in energy, utility, and brand analysis, Escalent's assessments are highly regarded. The Customer Champion designation not only validates UGI's current practices but also sets a benchmark for other utilities to aspire to in terms of customer engagement and service quality. For consumers, this recognition translates to a reassurance of UGI's commitment to their needs and experiences. It suggests that customers can expect continued efforts from the utility to improve communication, offer valuable programs, and contribute positively to their communities.

In the broader context of the utility industry, UGI's achievement highlights the growing importance of customer-centric approaches. As utilities face challenges such as infrastructure upgrades, environmental concerns, and changing consumer expectations, those that excel in customer engagement are likely to be better positioned for future success. Customers interested in learning more about UGI Utilities' services and initiatives can visit https://www.ugi.com for updates and information.