GITNUXREPORT 2025

Customer Experience In The Gas Industry Statistics

Enhancing digital service and transparency boosts loyalty in the gas industry.

Jannik Linder

Co-Founder of Gitnux, specialized in content and tech since 2016.

First published: April 29, 2025

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Statistic 1

37% of gas households have expressed concern over digital security and data privacy

Statistic 2

91% of gas companies use customer feedback to improve services

Statistic 3

83% of gas sector organizations are investing in customer education programs

Statistic 4

57% of gas providers use social media as a channel for customer engagement

Statistic 5

64% of gas companies report that customer feedback has directly resulted in product or service improvements

Statistic 6

44% of gas customers have increased their usage after engaging with personalized energy savings tips

Statistic 7

54% of gas industry providers have seen an increase in customer feedback collection through social media

Statistic 8

50% of gas providers utilize customer journey mapping to improve engagement

Statistic 9

77% of customers report higher satisfaction when their provider offers multiple touchpoints for engagement

Statistic 10

64% of gas companies actively survey customers to identify pain points in service delivery

Statistic 11

85% of gas industry customers say they are more likely to stay loyal to a provider that offers excellent customer service

Statistic 12

62% of gas company customers would switch providers due to poor customer service

Statistic 13

55% of gas consumers cite billing accuracy as a top factor influencing satisfaction

Statistic 14

72% of gas customers believe transparency about pricing improves trust

Statistic 15

85% of customers prefer automated notifications for service maintenance

Statistic 16

74% of customers feel that personalized communication enhances their experience

Statistic 17

80% of gas companies are planning to increase investments in customer experience tools in the next two years

Statistic 18

65% of consumers check online reviews before choosing a gas provider

Statistic 19

68% of consumers report a better experience when companies respond quickly to inquiries

Statistic 20

54% of gas companies track customer satisfaction scores regularly

Statistic 21

77% of customers would recommend their gas provider based on positive service experiences

Statistic 22

45% of gas customers have switched providers due to poor digital experience

Statistic 23

69% of gas industry consumers are willing to pay more for better service quality

Statistic 24

58% of gas companies report an increase in customer complaints related to digital services

Statistic 25

65% of consumers value proactive communication about safety measures

Statistic 26

66% of gas customers are more likely to stay loyal if they receive timely updates about their consumption

Statistic 27

52% of gas customers globally say that their provider effectively handles service interruptions

Statistic 28

47% of gas consumers feel more confident if the provider offers safety and emergency information proactively

Statistic 29

61% of gas customers have experienced a positive interaction after a service failure when the company was proactive

Statistic 30

89% of customers are more likely to trust a provider that offers transparent communication even during crises

Statistic 31

79% of gas company employees believe customer experience is critical to their business success

Statistic 32

54% of gas consumers are satisfied with the availability of troubleshooting resources online

Statistic 33

69% of customers would be more loyal if their provider offers flexible payment options

Statistic 34

41% of gas companies have increased focus on customer experience in their corporate strategy

Statistic 35

63% of gas customers feel that companies could improve their digital communication channels

Statistic 36

75% of gas customers value quick and easy onboarding processes

Statistic 37

81% of gas customers would prefer receiving personalized safety alerts

Statistic 38

83% of customers believe that timely communication about outages increases their satisfaction

Statistic 39

73% of gas utility customers prefer digital bill payment options

Statistic 40

55% of gas consumers prioritize safety information in their customer experience

Statistic 41

68% of customers are more satisfied when companies offer flexible service appointment scheduling

Statistic 42

46% of gas industry customers want more transparency about energy usage and costs

Statistic 43

84% of gas customers feel that proactive communication during maintenance improves overall satisfaction

Statistic 44

63% of gas companies measure the success of their CX initiatives through customer satisfaction surveys

Statistic 45

38% of gas sector customers report dissatisfaction with lengthy complaint resolution times

Statistic 46

78% of gas customers would pay a premium for eco-friendly energy options

Statistic 47

82% of gas customers rank customer support responsiveness as a key factor in their overall experience

Statistic 48

75% of customers report that transparent billing information reduces complaints

Statistic 49

58% of gas consumers want to access emergency information quickly on mobile devices

Statistic 50

66% of customers would recommend their gas provider if they have a consistently positive digital experience

Statistic 51

79% of gas industry customers stated that trust in their provider increased due to transparent safety communications

Statistic 52

83% of utility companies invest in training staff specifically aimed at improving customer experience

Statistic 53

45% of gas customers experience frustration due to inconsistent communication across channels

Statistic 54

52% of gas consumers say that receiving personalized energy reports improves their overall experience

Statistic 55

80% of gas companies believe digital innovation is critical for improving customer experience

Statistic 56

83% of gas industry clients believe real-time outage notifications significantly improve trust

Statistic 57

65% of gas consumers have experienced a service outage in the past year, impacting their satisfaction levels

Statistic 58

78% of gas customers expect real-time updates during service disruptions

Statistic 59

59% of gas customers report difficulty in understanding their bills

Statistic 60

62% of customers say that they expect their gas provider to resolve issues within a day

Statistic 61

59% of gas companies use data analytics to personalize the customer experience

Statistic 62

69% of gas companies agree that improving digital customer service channels is a top strategic priority

Statistic 63

70% of customers in the gas industry prefer digital channels for communication

Statistic 64

48% of gas industry customers have used mobile apps for service requests

Statistic 65

30% of gas providers have implemented AI to improve customer interaction

Statistic 66

60% of gas industry customers are satisfied with self-service options online

Statistic 67

42% of gas companies use chatbots for customer service inquiries

Statistic 68

40% of gas customers prefer scheduling services online rather than via phone

Statistic 69

70% of gas industry firms have launched mobile apps within the last 3 years to enhance CX

Statistic 70

74% of gas utilities are exploring smart home integrations to improve consumer experience

Statistic 71

53% of gas industry consumers prefer to manage their account via mobile device

Statistic 72

49% of gas utility customers have experienced issues with remotely controlling their meters

Statistic 73

70% of gas providers are planning to upgrade their customer experience platforms in the next 2 years

Statistic 74

67% of gas consumers prefer mobile notifications over email for service updates

Statistic 75

54% of gas providers offer online scheduling for service appointments

Statistic 76

51% of gas consumers have used virtual assistance during inquiries

Statistic 77

72% of customers are more likely to remain loyal if they can easily access account information online

Statistic 78

61% of gas providers plan to expand their use of AI for customer service over the next 3 years

Statistic 79

73% of gas customers prefer automated billing and payment options for convenience

Statistic 80

68% of tech-savvy consumers prefer self-service digital tools to manage their gas accounts

Statistic 81

54% of gas customers would choose their provider based on digital communication channels offered

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Sources

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Key Highlights

85% of gas industry customers say they are more likely to stay loyal to a provider that offers excellent customer service
70% of customers in the gas industry prefer digital channels for communication
65% of gas consumers have experienced a service outage in the past year, impacting their satisfaction levels
78% of gas customers expect real-time updates during service disruptions
62% of gas company customers would switch providers due to poor customer service
55% of gas consumers cite billing accuracy as a top factor influencing satisfaction
48% of gas industry customers have used mobile apps for service requests
72% of gas customers believe transparency about pricing improves trust
30% of gas providers have implemented AI to improve customer interaction
85% of customers prefer automated notifications for service maintenance
60% of gas industry customers are satisfied with self-service options online
74% of customers feel that personalized communication enhances their experience
80% of gas companies are planning to increase investments in customer experience tools in the next two years

In an era where 85% of gas industry customers prioritize excellent service and 70% prefer digital channels, transforming customer experience has become a critical driver of loyalty, trust, and competitive advantage in the gas sector.

Concerns and Loyalty Factors

37% of gas households have expressed concern over digital security and data privacy

Concerns and Loyalty Factors Interpretation

With over a third of gas households raising alarms about digital security and privacy, it's clear that even in energy, consumers want their trust to be as safely locked as their meters.

Customer Engagement and Feedback

91% of gas companies use customer feedback to improve services
83% of gas sector organizations are investing in customer education programs
57% of gas providers use social media as a channel for customer engagement
64% of gas companies report that customer feedback has directly resulted in product or service improvements
44% of gas customers have increased their usage after engaging with personalized energy savings tips
54% of gas industry providers have seen an increase in customer feedback collection through social media
50% of gas providers utilize customer journey mapping to improve engagement
77% of customers report higher satisfaction when their provider offers multiple touchpoints for engagement
64% of gas companies actively survey customers to identify pain points in service delivery

Customer Engagement and Feedback Interpretation

In an industry where 77% of customers feel more satisfied with more engagement, gas companies are heating up their customer-centric strategies—from feedback-driven improvements to social media outreach—proving that in the energy sector, listening really is the best energy policy.

Customer Satisfaction and Preferences

85% of gas industry customers say they are more likely to stay loyal to a provider that offers excellent customer service
62% of gas company customers would switch providers due to poor customer service
55% of gas consumers cite billing accuracy as a top factor influencing satisfaction
72% of gas customers believe transparency about pricing improves trust
85% of customers prefer automated notifications for service maintenance
74% of customers feel that personalized communication enhances their experience
80% of gas companies are planning to increase investments in customer experience tools in the next two years
65% of consumers check online reviews before choosing a gas provider
68% of consumers report a better experience when companies respond quickly to inquiries
54% of gas companies track customer satisfaction scores regularly
77% of customers would recommend their gas provider based on positive service experiences
45% of gas customers have switched providers due to poor digital experience
69% of gas industry consumers are willing to pay more for better service quality
58% of gas companies report an increase in customer complaints related to digital services
65% of consumers value proactive communication about safety measures
66% of gas customers are more likely to stay loyal if they receive timely updates about their consumption
52% of gas customers globally say that their provider effectively handles service interruptions
47% of gas consumers feel more confident if the provider offers safety and emergency information proactively
61% of gas customers have experienced a positive interaction after a service failure when the company was proactive
89% of customers are more likely to trust a provider that offers transparent communication even during crises
79% of gas company employees believe customer experience is critical to their business success
54% of gas consumers are satisfied with the availability of troubleshooting resources online
69% of customers would be more loyal if their provider offers flexible payment options
41% of gas companies have increased focus on customer experience in their corporate strategy
63% of gas customers feel that companies could improve their digital communication channels
75% of gas customers value quick and easy onboarding processes
81% of gas customers would prefer receiving personalized safety alerts
83% of customers believe that timely communication about outages increases their satisfaction
73% of gas utility customers prefer digital bill payment options
55% of gas consumers prioritize safety information in their customer experience
68% of customers are more satisfied when companies offer flexible service appointment scheduling
46% of gas industry customers want more transparency about energy usage and costs
84% of gas customers feel that proactive communication during maintenance improves overall satisfaction
63% of gas companies measure the success of their CX initiatives through customer satisfaction surveys
38% of gas sector customers report dissatisfaction with lengthy complaint resolution times
78% of gas customers would pay a premium for eco-friendly energy options
82% of gas customers rank customer support responsiveness as a key factor in their overall experience
75% of customers report that transparent billing information reduces complaints
58% of gas consumers want to access emergency information quickly on mobile devices
66% of customers would recommend their gas provider if they have a consistently positive digital experience
79% of gas industry customers stated that trust in their provider increased due to transparent safety communications
83% of utility companies invest in training staff specifically aimed at improving customer experience
45% of gas customers experience frustration due to inconsistent communication across channels
52% of gas consumers say that receiving personalized energy reports improves their overall experience
80% of gas companies believe digital innovation is critical for improving customer experience
83% of gas industry clients believe real-time outage notifications significantly improve trust

Customer Satisfaction and Preferences Interpretation

While a vast 85% of gas customers favor providers who deliver stellar customer service and 89% trust transparent communication during crises, nearly half still grow frustrated over slow complaint resolutions or inconsistent multi-channel messaging, underscoring that in the gas industry, trust isn't just lit by the pipeline—it's fueled by transparency, responsiveness, and personalized digital engagement.

Service Experience and Expectations

65% of gas consumers have experienced a service outage in the past year, impacting their satisfaction levels
78% of gas customers expect real-time updates during service disruptions
59% of gas customers report difficulty in understanding their bills
62% of customers say that they expect their gas provider to resolve issues within a day
59% of gas companies use data analytics to personalize the customer experience
69% of gas companies agree that improving digital customer service channels is a top strategic priority

Service Experience and Expectations Interpretation

Despite nearly two-thirds of customers facing service outages and demanding real-time updates, over half struggle with billing clarity, prompting 69% of gas companies to prioritize digital improvements—highlighting that in the gas industry, connecting better means serving smarter.

Technological Adoption and Self-Service Preferences

70% of customers in the gas industry prefer digital channels for communication
48% of gas industry customers have used mobile apps for service requests
30% of gas providers have implemented AI to improve customer interaction
60% of gas industry customers are satisfied with self-service options online
42% of gas companies use chatbots for customer service inquiries
40% of gas customers prefer scheduling services online rather than via phone
70% of gas industry firms have launched mobile apps within the last 3 years to enhance CX
74% of gas utilities are exploring smart home integrations to improve consumer experience
53% of gas industry consumers prefer to manage their account via mobile device
49% of gas utility customers have experienced issues with remotely controlling their meters
70% of gas providers are planning to upgrade their customer experience platforms in the next 2 years
67% of gas consumers prefer mobile notifications over email for service updates
54% of gas providers offer online scheduling for service appointments
51% of gas consumers have used virtual assistance during inquiries
72% of customers are more likely to remain loyal if they can easily access account information online
61% of gas providers plan to expand their use of AI for customer service over the next 3 years
73% of gas customers prefer automated billing and payment options for convenience
68% of tech-savvy consumers prefer self-service digital tools to manage their gas accounts
54% of gas customers would choose their provider based on digital communication channels offered

Technological Adoption and Self-Service Preferences Interpretation

As the gas industry accelerates its shift towards digital innovation—evidenced by 70% of firms launching mobile apps and 74% exploring smart home integrations—customers' clear preference for self-service, mobile notifications, and virtual assistance underscores a future where managing gas services is as seamless as flipping a switch, provided the industry addresses the digital hiccups like remote meter control issues along the way.