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Thursday, May 15, 2025
Customer programs and digital solutions rank NiSource brands as easiest to do business with
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Putting Power in Our Customers Hands

NiSource Inc. subsidiaries Northern Indiana Public Service Company LLC (NIPSCO), Columbia Gas of Virginia, Inc., Columbia Gas of Pennsylvania, Inc. and Columbia Gas of Maryland, Inc. were named among the most trusted utility brands by Escalent, following its 2025 Cogent Syndicated Utility Trusted Brand & Customer Engagement: Residential study. Forty utilities led the 2025 report, which included the NiSource companies securing four of the positions as “easiest to do business with.” 

Escalent had customers rate utilities on 20 attributes, including user-friendly online tools, ease of participating in customer programs and accessibility of information, among others, which together formed the Customer Effort Score, a measure of how easy it is to do business with a utility.  

This year, Columbia Gas of Virginia (referred to in the study as Columbia Gas South), Columbia Gas of Pennsylvania and Columbia Gas of Maryland (referred to in the study as Columbia Gas East), and NIPSCO all had Customer Effort Scores above 700, with Columbia Gas of Virginia scoring 780 among natural gas utilities in the South Region and NIPSCO scoring a 770 leading the Midwest Region.   

This recognition follows a successful year in 2024, as NiSource and its operating companies exceeded its customer satisfaction survey goal, which measures our customers’ satisfaction of interactions with customer service representatives, field service employees, interactive voice response, online survey interaction with the MyAccount website or mobile app and project work/site restoration.   

NiSource is always working to enhance the overall customer experience through digital channels like our top-ranked websites and our mobile apps, along with connecting customers with customer care agents via live or automated chat, the continuation of energy-efficiency programs, bill payment options and assistance programs and more.   

NiSource congratulates our employees across the company for their commitment to customer service and their work to continually improve how customers do business with us.  

For more information on NiSource’s customer programs, please click your state below. For more information on the Cogent Syndicated 2025 Utility Trusted Brand & Customer Engagement: Residential Study, visit Escalent | Utilities Win Back Favor as Customers Find It Easier to Do Business with Them.  

NIPSCO | Columbia Gas of Ohio | Columbia Gas of Virginia | Columbia Gas of Kentucky | Columbia Gas of Pennsylvania | Columbia Gas of Maryland

Posted In Awards & Recognition, Customer, Customers

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