The Northern Indiana Public Service Co. ranked first in customer satisfaction among mid-sized utilities in the Midwest.
The annual J.D. Power U.S. Electric Utility Business Customer Satisfaction Study measures satisfaction among business customers of 80 U.S. electric utilities. Each of the utilities serves more than 50,000 business customers. The 2024 study is based on responses from 20,863 online interviews of business customers related to their utility company.
Rankings are determined based on power quality and reliability, price, billing and payment, corporate citizenship, customer contact and communications. NIPSCO tied with Kentucky Utilities for this year’s No. 1 spot.
According to the study, NIPSCO’s overall satisfaction score climbed 51 points from the same study in 2023. Fairness of pricing and total monthly cost were the main driver of the scores. J.D. Power said that this year’s study shows electric utility business customer satisfaction has surged after years of decline, due in part to nearly half of interviewed customers saying their utility helped them manage costs.
Merrillville-based NIPSCO has served northern Indiana for more than 100 years. The utility company provides services to about 900,000 natural gas and 500,000 electric customers across 32 counties. NIPSCO is one of NiSource’s six regulated utility companies.
