Customer Satisfaction on the Rise for Berkshire Gas
Berkshire Gas reports increased customer satisfaction scores, surpassing industry average
PITTSFIELD, Mass. — November 18, 2025 — Berkshire Gas, a subsidiary of Avangrid, Inc., today announced an increase in year-over-year Net Promoter Score (NPS), indicating growing customer satisfaction. Berkshire Gas’ latest report of NPS is a score of 44, far surpassing the industry average of 12, according to Qualtrics XM. Noteworthy testimonials come from senior citizen customers and families experiencing financial hardship expressing gratitude for the company’s payment assistance programs.
“As winter is approaching, it is increasingly important to help our community get through the cold weather safely and comfortably,” said Charlotte Ancel, President and Chief Operating Officer (COO) of Berkshire Gas. “We pride ourselves on having among the highest customer satisfaction rates in the industry, as well as the lowest-cost natural gas rates in Massachusetts. Our rising customer satisfaction score is a testament to the care we put into our service and shows the real impact our payment assistance programs have on our customers’ lives. I would like to thank the Berkshire Gas team for their dedication to taking care of our customers and we look forward to continuing to invest in our customer service.”
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 being better. 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, Berkshire Gas reported NPS of 44, indicating a high percentage of customers are ‘promoters’ of the company. This is 4 points higher than the company’s NPS of 40 from October 2024, and 32 points higher than the industry average.
A major theme among recent customer testimonials is financial support and payment assistance programs. Assistance programs offered by Berkshire Gas include the Residential Assistance for Families in Transition (RAFT) program, budget payment plans, Low-Income Discount Rate, and more. These programs help with housing stability, lower monthly bills, alternative payment options, and protection from disconnection of gas service. For additional information, visit Help With Bill - BGC.
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 upcoming 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.
“Our customers are at the heart of everything we do, and these rising satisfaction scores show that the steps we have taken are making a real difference,” said Tracey Pellela, Vice President of Customer Service at Berkshire Gas. “We know many families are facing financial challenges, and we remain committed to putting our customers first and providing the support and resources they need.”