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RG&E, NYSEG face declining customer satisfaction, J.D. Power survey reveals

In a significant shift, RG&E and NYSEG have experienced a notable decline in customer satisfaction, according to the latest J.D. Power Electric Utility Residential Customer Satisfaction Study.

Once at the top of the rankings in 2020 among midsize electric utilities in the East Region with a score of 752, RG&E’s 2023 satisfaction score plummeted to 634 on a 1,000-point scale.


This drop places the power company just above two other companies in the East Region, which comprises 12 electric utility firms. The survey highlighted that RG&E’s score was 102 points below the highest-ranking company, Delmarva Power, serving Maryland and Delaware, where the average score was 687.

Customers particularly expressed dissatisfaction with the power company regarding the communication of rate increases.

Furthermore, RG&E’s performance in the natural gas sector also suffered, as it ranked at the bottom among 11 midsize gas companies in the East Region. It scored 665, significantly lower than the top-ranked Elizabethtown Gas of New Jersey, which achieved a score of 766. The average in this category was 722.