Verdict: NiSource Inc. shows world-class public customer-centricity evidence, scoring 9.0/10 in this automated assessment of publicly available material. Near-top marks were earned with customer satisfaction metrics referenced in public materials and clear CX programme language on the open website. This report is based solely on publicly available evidence — internal programmes not reflected in public documents are not captured.
A
9 / 10
Leading — strong public evidence
Scorecard
💬Customer language
3 / 3
Customer language appears consistently across multiple pages and investor materials, signalling that serving customers is a named organisational priority.
🔄CX programme evidence
3 / 3
Customer experience is acknowledged as a discipline, with references to feedback or service improvement appearing in official materials.
📊Measurement proof
2 / 3
NPS or a named customer metric is mentioned in public documents, though no specific score is published.
🤝Commitment depth
1 / 1
Some evidence of customer commitment depth, though executive accountability for CX metrics is not explicitly demonstrated in public materials.
Overall score
Score of 9.0/10: the company demonstrates world-class customer-centricity signals. Only a small step remains to the top tier — typically publishing a specific score figure or adding more explicit closed-loop detail would close the gap.
9/10
Evidence
Sorted by rubric tier descending — Tier 3 (named measurement) and Tier 4 (commitment depth) are the rarest and most differentiating signals. A single source page may satisfy several criteria (e.g. [T3a] + [T3b] + [T3c] stacked).
[T4] CX governance and strategic commitmentWeakView ↗
rgy. At NiSource, we are dedicated to providing an enhanced and effortless experience for our customers. Jennifer Montague, senior vice president and chief customer officer at NiSource.
[T3a] NPS, CSAT, or named metric explicitly mentioned[T3b] Named metric on a public web page (not only in PDF)StrongView ↗
ding 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 i…
[T3a] NPS, CSAT, or named metric explicitly mentioned[T3b] Named metric on a public web page (not only in PDF)StrongView ↗
safely and reliably across our six-state footprint. This is an ongoing process that we take very seriously. Our customer satisfaction survey results (CSAT) are holding. Our state operating companies…
[T2a] CX named as a discipline[T2c] Acting on feedback or CX in reportingMediumView ↗
rvey goal, which measures our customers' satisfaction of interactions with us in a variety of ways. NiSource is always working to enhance the overall customer experience through digital channels like…
[T2b] Customer listening or feedback mechanism[T2c] Acting on feedback or CX in reportingMediumView ↗
companies are showing continuous improvement overall in year-over-year scores from consumer studies conducted by J.D. Power & Associates. Spurred by customer feedback across multiple channels, we are…
[T1a] Customer or client mentioned[T1b] Customer language on 2+ page types[T1c] Operational customer languageWeakView ↗
hance 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,…
[T1a] Customer or client mentioned[T1b] Customer language on 2+ page typesWeakView ↗
atisfaction survey results (CSAT) are holding. Our state operating companies are showing continuous improvement overall in year-over-year scores from consumer studies conducted by J.D. Power & Associ…
[T1a] Customer or client mentioned[T1b] Customer language on 2+ page types[T1c] Operational customer languageWeakView ↗
ualized growth rate,' said NiSource President and CEO, Lloyd Yates. 'Our on-going focus to deliver great value for our customers is evidenced by high customer satisfaction results. As we look back at…
NiSource and its operating companies exceeded its customer satisfaction survey goal, which measures our customers' satisfaction of interactions with customer service representatives, field service em…
What NiSource Inc. is doing well
NiSource Inc. references a named customer satisfaction metric in public materials and supports it with visible CX programme language. This is the combination that separates world-class operators from companies that only talk about customers.
Customer-focused language runs consistently across website and investor materials, signalling that customer outcomes are treated as a strategic priority rather than a marketing line.
What is missing
A specific, prominently-cited score figure would move the metric from 'mentioned' to 'owned'. Publishing the current value — with a comparison to prior periods — is the single highest-leverage step remaining.
A named closed-loop description (how feedback is routed, reviewed and acted on) would strengthen the CX programme evidence from credible to definitive.
Analyst implication: NiSource Inc. already operates at a world-class level for public customer-centricity. One or two targeted additions — a published score value, or a named closed-loop feedback process — would move it into leadership territory.
How NiSource Inc. could improve its ranking
Publish the current score figure prominently (investor deck, About Us page, or annual report) with a year-on-year comparison. Moving from 'we measure NPS' to 'our NPS is X, up Y points' is the last major signal gap.
Add a short description of the closed-loop process: cadence, who reviews, and one example of change made in response. This converts programme evidence from implied to demonstrated.
Suggested website text
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Recommended copy · About Us page · Net Promoter Score version
Customer Experience is a Strategic Priority: We do more than collect feedback — we act on it. Our closed-loop feedback discipline ensures every client voice drives measurable improvement across our products and services. We measure customer loyalty using the Net Promoter Score (NPS) and are committed to sharing our progress publicly as part of our transparency commitment.
💡 Why this improves your score: Adding the actual NPS number (e.g. 'Our 2025 NPS reached 72') would award T3c (+2 points) and significantly improve NiSource Inc.'s Customer Test ranking. This single addition could move the grade from A to A.
See full scoring methodology →
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