UI, SCG, and CNG See Major Improvements to Customer Satisfaction in 2025, Far Surpassing Industry Average
The companies report increased Net Promoter Scores demonstrating year-over-year customer satisfaction growth, UI reports a 100 percent increase since 2024
Customers indicate that financial support and payment assistance programs promoted by the companies are a key driver of satisfaction
ORANGE, Conn. — November 18, 2025 — United Illuminating (UI), Connecticut Natural Gas (CNG), and Southern Connecticut Gas (SCG), subsidiaries of Avangrid, Inc., today announced that all three companies have seen a significant increase in Net Promoter Score (NPS), a metric that indicates customer satisfaction, between 2024 and 2025. Over the period, UI reported a 100 percent increase in NPS, while CNG reported a 53 percent increase, and SCG reported a 32 percent increase. Noteworthy testimonials come from senior citizen customers and families experiencing financial hardship expressing gratitude for the companies’ payment assistance programs.
“In today’s challenging economic climate, families in Connecticut are feeling the strain of rising costs,” said Frank Reynolds, President & CEO of UI, CNG, and SCG. “That’s why we prioritize increasing awareness and access to our payment assistance programs so customers can stay safe and warm without additional financial stress. The recent positive feedback from our customers reflects our commitment to supporting them through difficult times. We look forward to continuously improving our customer service and ensuring our customers are taken care of.”
NPS is a market research metric that is derived from asking customers, on a scale from 0-10, how likely they are to recommend a company to a friend or colleague. An NPS score can range from -100 to 100, the higher the score indicating better feedback. It is calculated by subtracting the percentage of ‘detractors’ (participants selecting 0-6) from the percentage of ‘promoters’ (participants selecting 9 or 10).
As of October 2025, UI reported NPS of 32, a 100 percent increase from October 2024; CNG reported 46, a 53 percent increase; and SCG reported 45, a 32 percent increase. The scores indicate a high percentage of customers are ‘promoters’ of the companies. Each of these scores far surpasses the industry average of 12, according to Qualtrics XM.
A major theme among the recent customer testimonials is financial support and the payment assistance programs offered by UI, SCG, and CNG. Assistance programs include the Winter Protection Program, Low-Income Discount Rate, Matching Payment Program, and Flexible Payment Arrangements. These programs help to lower customers’ monthly bills, offer alternative payment options, and protect them from electric and gas shutoffs.
The significant increase in NPS for this year may also be attributed to the recent improvements that have been made to customer service and customer experience offerings. Among these new digital enhancements are the next-generation Mobile App 2.0, powered by a native-first design and architecture, which aims to increase overall customer experience throughout the mobile journey. Also, updates have been made to the Ava Energy Assistant, an AI-driven customer assistant that handles both generic and account-specific queries and provides immediate information.
“We’re proud to see our customer satisfaction scores continue to rise, reflecting the dedication our teams bring to every interaction,” said Tracey Pellela, Vice President of Customer Service at UI, CNG, and SCG. “Whether it’s delivering reliable service, offering personalized support, or expanding access to energy-saving programs, we remain committed to putting our customers first and earning their trust every day.”
Media Contact:
Angela Baccaro
(203) 836-0874