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Washington Gas Named 2018 Customer Champion in Study of Top Utilities

Study marks second consecutive year Washington Gas has been selected for this recognition


Friday, December 14, 2018 8:30 am EST


"We applaud the commitment and hard work of our employees and leadership each and every day, and we will continue to operate with safety and customer experience as top priorities for our customers."

WASHINGTON--(BUSINESS WIRE)--Washington Gas, a WGL Holdings, Inc. company, has been named as a 2018 Customer Champion utility company, according to a recent Cogent Reports study by Market Strategies International-Morpace. This is the second consecutive year that Washington Gas has achieved this recognition. The results, which recognized the top 33 utilities throughout the country that accomplished the industry’s strongest customer engagement through customer service, brand and product experiences, can be found in a published report called Utility Trusted Brand & Customer Engagement™: Residential.

The study ranks utilities that exhibit exceptional performance in Brand Trust, Service Satisfaction and Product Experience. These three factors make up the Engaged Customer Relationship (ECR) index, which provides a holistic measurement of the entire utility customer experience. This year’s Customer Champions rate an average of 41 points higher than industry peers. Washington Gas earned a score of 739, third highest among natural gas utilities in the East Region. With more than 1.1 million customers in Washington D.C., Maryland and Virginia, Washington Gas has provided safe, affordable and reliable natural gas for 170 years.

“Washington Gas is honored to be recognized in our industry as a champion of customers for the second consecutive year in this study, and we are pleased to again earn a high ranking for delivering exceptional customer experience for the communities in the D.C. region that it is our privilege to serve,” said Adrian Chapman, President and Chief Executive Officer for WGL Holdings, Inc. and Washington Gas. “We applaud the commitment and hard work of our employees and leadership each and every day, and we will continue to operate with safety and customer experience as top priorities for our customers.”

Now in its fifth year of the study, Market Strategies-Morpace conducts surveys among more than 50,000 residential electric, natural gas and combination utility customers of the 132 largest utilities in the U.S. (based on residential customer counts). The 2018 Customer Champions, selected from a benchmark set of 132 electric, natural gas, and combination utilities, were based on a customer management metric that measures the entire customer experience spanning brand trust, product experience, and service satisfaction performance ratings compiled from each company.

About WGL and Washington Gas

The WGL family of companies—Washington Gas, WGL Energy, WGL Midstream and Hampshire Gas—are now indirect, wholly-owned subsidiaries of AltaGas Ltd [TSX:ALA]. WGL is headquartered in Washington, D.C., and is a leading source for clean, efficient and diverse energy solutions. With activities and assets across the U.S., WGL provides options for natural gas, electricity, green power and energy services, including generation, storage, transportation, distribution, supply and efficiency. Our calling as a company is to make energy surprisingly easy for our employees, our community and all our customers. Whether you are a homeowner or renter, small business or multinational corporation, state and local or federal agency, WGL is here to provide Energy Answers. Ask Us. For more information, visit us at and @wglanswers.

WGL’s regulated natural gas utility, Washington Gas, provides safe, reliable natural gas service to more than 1.1 million customers in the District of Columbia, Maryland and Virginia. The company has been providing energy to residential, commercial and industrial customers for 170 years. Visit us at and follow us on Twitter @washingtongas.


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Bernie Tylor