WELCOME TO UtilityConnection
UtilityConnection is a member of the American Gas Association (AGA) and the Canadian Gas Association (CGA).
UtilityConnection recognizes that natural gas utility providers are under constant regulatory pressure to prepare for disasters and facilitate customer communication. UtilityConnection helps bridge the communication gap between natural gas utility providers and their customers. UtilityConnection works effectively with natural gas utility providers across the USA and Canada.
Natural gas utility providers that create new channels to their customers achieve the highest safety and satisfaction ratings.
Source: J.D. Power
What we provide
UtilityConnection provides a simpler and easier toll free phone number for your customers to connect with you- the natural gas utility provider – in the event of a gas emergency 24/7.
1-800-GAS-SMELL is unforgettable and invaluable in a gas emergency.
Your customers are 15 times more likely to remember this phone number than a random, numeric number, especially in a gas emergency situation.
Source: Toll Free Response
UtilityConnection makes it easy for customers to connect with you. When you have an unhappy customer on your hands — and no matter what you do, eventually you will — you don't want frustrate them even more by not being able to immediately connect with you, especially in a gas emergency situation.
Providing this unforgettable phone number: 1-800-GAS-SMELL is one of the best things you can do for your customer. UtilityConnection believes that good custom relationships, like any relationships, require immediate action and attention from the provider 24/7.
Understanding the facts | Knowing what to do in a gas emergency
Our studies indicate the vast majority of natural gas utility customers DO NOT know the phone number to report a gas smell or gas leak in an emergency. Most phone numbers, provided by natural gas utility providers are random numbers and very difficult to remember, especially in an emergency situation. Your customers will never forget this number: 1-800-GAS-SMELL.
On an average, Natural Gas Accidents in the U.S. kill more than one person per month, and injure an additional 50 people per year.
Property damage is estimated at $133 million annually. It is estimated that natural gas leaks over the last 10 years have resulted in approximately $20 billion in losses. It goes without saying that the most important threat is to human life and health.
Source: Natural Gas & Electricity | The American Chemical Society
Google fact: Top Ranked Search | Who do I call if I smell gas?
Frequently Asked Questions
No. We handle everything. When your customers call 1-800-GAS-SMELL they are seamlessly & immediately connected to your existing gas emergency phone number that you provide to us.
Yes. We strongly encourage it. We suggest you list the phone number on all of your customers’ monthly utility bills (to report a gas smell, gas leak or gas emergency). We also suggest you advertise it on your website and in your emails, print ads, radio and TV where applicable.
Our completely automated service can handle thousands of calls per day and has the capacity to handle a large volume of calls during an emergency situation. All calls will be connected directly to the number you provide and it will then be up to your own system to handle the emergency calls.
No. It is the official position of the American Gas Association (AGA) and almost every natural gas utility provider – that if a person smells gas, they should immediately exit the home or building and call their gas utility provider.
UtiltyConnection agrees with this position and does not want to create an incentive for a person to remain inside the home or building and report the gas smell from a computer or tablet.
Yes. UtilityConnection is a member of The American Gas Association (AGA) and The Canadian Gas Association (CGA). We maintain regular contact with state and federal organizations to help promote emergency call numbers in the event of a natural gas emergency. We have made it a priority to remain knowledgeable about the state of the gas industry and make ourselves aware of small and large gas emergencies nationwide.
The customer will have the option to press 0 to be connected to 911.
Recent News Related to Gas Smell
J.D. Power Report
As the demands of residential gas utility customers continue to evolve, it is imperative that gas utility companies stay up to date regarding their customers’ needs and expectations, as well as industry trends. Utilities that understand their customers’ preferences and experiences are better able to target performance improvement initiatives that may increase overall customer satisfaction.
The Gas Utility Business Customer Satisfaction Study measures business customer satisfaction with gas utility companies in four regions: East, Midwest, South and West. Each of the 61 brands included in the study serve more than 25,000 business customers, representing more than 4 million business customers in total. Overall satisfaction is measured by examining six factors (listed in order of importance): safety and reliability (25%); billing and payment (17%); corporate citizenship (15%); customer service (15%); price (15%); and communications (13%).
Proactive communications regarding service interruptions improve customer satisfaction:Overall customer satisfaction scores are higher when residential customers experience an interruption but are alerted to it in advance than when they do not experience any service interruptions at all.
Perception of safety is key to customer satisfaction: Gas utility efforts to advocate for safety have a positive impact on customer satisfaction, with satisfaction 88 index points higher among customers who had a safety inspection conducted by their utility than among those who did not receive an inspection. Likewise, satisfaction among customers who say their gas utility was “very helpful” or “somewhat helpful” in preparing for a safety issue is 150 points higher than among those who say their utility was “not very helpful” or “not at all helpfull very helpful” or “not at all helpful.
Digital communication channels and alerts drive customer engagement: Digital customer alerts from the utility addressing everything from usage to severe weather to emergencies, such as a natural gas leak, are being adopted widely by utility customers. Communication satisfaction among customers who indicate receiving one of these alerts is 104 index points higher than among those who did not receive an alert.
Connect With UtilityConnection
463 Livingston Street
Norwood, NJ 07648
Open 7 Days a Week
24 hours a Day