Customer complaint rate is among the lowest in the states where we operate.
People and Community
Our Commitment Runs Deep
For more than a century, National Fuel has been the hometown energy team—providing a safe, reliable and affordable source of energy, and contributing to the economic health of the communities where we live and work. Our relationships with our customers, employees and the local communities are central to our mission and ongoing success as a company.
Our Commitment to our Customers
We provide natural gas utility services to more than 743,000 customers through more than 14,900 miles of pipelines in Western New York and Northwestern Pennsylvania. Every day, the families and business owners of our region rely on us to make sure their homes and offices stay warm throughout the winter, provide the energy necessary for hot water and cooking, and to run the businesses that fuel our local economy. Our goal is to continually deliver the quality service that our customers expect and deserve.
Customer Service
National Fuel operates primary call centers in the heart of our service territories in Buffalo, N.Y., and Erie, Pa. Our customer service calls:
- are promptly and courteously answered by a National Fuel employee
- do not use automated systems or offshore call centers
- are located in the caller’s service territory
- have ranked among the best for utilities in both New York and Pennsylvania.
As a result of our customer-driven approach, we have achieved high levels of customer satisfaction and a remarkably low customer complaint rate:
In fiscal 2018, we achieved a 92% and 93% customer satisfaction rate in New York and Pennsylvania (residential), respectively.
In a 2015 J.D. Power and Associates survey, National Fuel ranked third in overall customer satisfaction among large natural gas utilities in the eastern United States.
Service Affordability
National Fuel has long been very successful in keeping utility services affordable for our customers. Our utility customers have seen the direct benefit of regional shale natural gas development in the form of lower energy costs. This access delivers significant benefits to the regional economy.
50%+ Bill Average Decrease
Since winter 2008–2009 the average New York residential customer bill has decreased by 50% and the average Pennsylvania residential customer bill has decreased by 52%.
Lowest Residential Gas Delivery Rates
In 2019, an EIA analysis found that we had the lowest residential gas delivery rates in New York and Pennsylvania, ranking #2 and #3, respectively, in the entire northeast U.S.
Assistance Programs
We strive to help each of our customers afford service, with programs such as:
HEAP/LIHEAP Programs
As an industry leader in providing outreach and support to our low-income customers, every year we help thousands secure HEAP and LIHEAP funding to pay their winter heating bills. Since the winter of 2009–2010, National Fuel customers have received more than $470 million in assistance.
Low-Income Customer Affordability Programs
We provide robust programs for customers with extreme financial hardships, offering stable bills, reduced rates and debt forgiveness.
Neighbor for Neighbor Heat Fund
This fund was established by National Fuel in 1983 and has offered grants to more than 19,000 Western New Yorkers, totaling more than $5 million. The program is funded by contributions from National Fuel Gas Company, our customers, employees and other private entities.
Our Commitment to our Employees and Retirees
The ongoing success of National Fuel and our subsidiaries is the direct result of our employees’ and, before them, our retirees’ hard work and dedication. As one of the largest publicly owned companies based in Western New York, National Fuel employs 2,107 people across our Western New York, Northwestern Pennsylvania, California and Houston locations. We pride ourselves on offering a workplace that:
- Is safe, inclusive and productive
- Incentivizes and rewards performance and innovation
- Provides opportunities for career development and personal growth
- Never compromises our integrity and commitment to our guiding principles
National Fuel is also committed to hiring and developing qualified individuals who can enhance and contribute to the diversity of our workforce. As we plan for any future human resource needs, National Fuel has and continues to target a number of diversity-focused groups in our communities for employment opportunities across the organization.
Key initiatives aimed at achieving these employment goals can be found in our human resources section.
National Fuel also has more than 2,210 retired employees located throughout the country. Over the years, we have committed a significant amount of resources and provided benefits so that all of our employees have the opportunity to enjoy a healthy and financially secure retirement. We also have a number of outreach programs and initiatives to stay engaged with our retired employees. Annually, we hold retiree luncheons to provide an update about our activities and a venue for them to connect with our leadership team.
2,107 total employees as of Sept. 30, 2019
48% union employees vs. 52% non-union employees
1,294 new hires since 2010
Community Economic Impact in FY2019
Capital investments: $781 million
Wages and pensions: $271 million
Local vendor payments: $160 million
Taxes and impact fees: $83 million
Drilling royalties: $53 million