ESG 2021 Annual Report

Our Customers

At SJI, our commitment to providing safe, reliable, affordable service while prioritizing customer satisfaction and delivering shareholder value is unwavering.

Customer Experience

SJI is ready to serve you when you need us.

At South Jersey Gas and Elizabethtown Gas, our customers are the reason we show up every day. Never has that commitment been more important than over the last two years, when our ability to “show up” was inexorably tested, at a time when our customers needed us most. Resource investments – from technology and system implementations to training and employee engagement – remain core to our strategy for enhancing the customer experience.

Here are some examples of how we continue to show up for our customers:

  • Elizabethtown Gas received the highest score in the East Midsize segment of the J.D. Power 2015-2021 Gas Utility Residential Customer Satisfaction Studies (tied in 2015) of customers’ satisfaction with their residential gas provider. For more information on this award, visit here.
  • SJI’s outreach teams safely and enthusiastically returned to in-person events, helping connect thousands of customers with energy assistance information, program enrollment support, and flexible payment solutions.
  • In partnership with the New Jersey Board of Public Utilities and the Department of Community Affairs, South Jersey Gas and Elizabethtown Gas helped 36,682 customers secure over $22 million in energy assistance funding - ensuring customers could continue to rely on natural gas for their heating, hot water and cooking needs. 
  • In response to the competitive labor market, our utilities pivoted and employed a mix of resources to meet customer needs by implementing technology to better serve our customers, including: deployment of a more customer-centric interactive voice response(IVR) system to answer customer inquiries; addition of email response representatives;and  investments in kiosk technology for faster self-service.
  • During 2021, nearly 51% of our customers availed themselves of the opportunity to manage their accounts and pay their bills through convenient self-serve options available in My Account, a secure method for customers to manage their accounts  and also reduces waste.
  • Our commitment to service is rooted in the voice of the customer. During 2021, our utilities benefited from the feedback provided in 26,657 customer survey responses - mining insights that enable us to improve customer satisfaction after service interactions, achieving a combined  valued customer rating of 82% within our utilities, a nearly 2.6% improvement over the prior year.

As your trusted energy provider, we are committed to delivering safe, reliable and consistent service in a timely manner. We will continue to employ professional, well-trained and knowledgeable staff and treat you with courtesy and respect.

Customer Growth

SJI is an industry leader in utility customer growth.

To sustain this growth, our talented teams of sales and marketing professionals partner with our operations teams to support organic and planned new customer acquisitions. From coordinating the timing and density of new service installations to bundling projects, our methods help to reduce our costs as well as customer costs and increase new customer acquisitions.

In 2021, both South Jersey Gas and Elizabethtown Gas experienced strong demand for natural gas services which was driven by increases in gas conversion from alternative fuels such as oil and propane, and from new construction.

Elizabethtown Gas
• Serves approximately 305,464 families and businesses in 110 northern NJ communities.
• Added 3,851 net customers in 2021, representing a growth rate of 1.28%.

South Jersey Gas
• Serves more than 411,301 families and businesses in 117 southern NJ communities.
• Added 6,415 net customers in 2021, representing a growth rate of 1.56%, as a moratorium on service disconnections amplified growth.