Northwest Natural Holding Company (NWN): Modelo de Negócios Canvas [Jan-2025 Atualizado]

Mergulhe no intrincado mundo da Northwest Natural Holding Company (NWN), uma empresa dinâmica de energia que navega magistralmente na complexa paisagem da distribuição de gás natural e soluções de energia sustentável. Com um modelo de negócios estratégico que equilibra os serviços de utilidade tradicionais e as iniciativas de energia renovável com visão de futuro, o NWN é um exemplo convincente de como as empresas de energia modernas podem fornecer simultaneamente infraestrutura confiável, preços competitivos e responsabilidade ambiental. Sua abordagem abrangente transforma o modelo de negócios de utilidade convencional, integrando a inovação tecnológica, a conformidade regulatória e as estratégias centradas no cliente em uma estrutura holística que promete excelência operacional e sustentabilidade a longo prazo.

Northwest Natural Holding Company (NWN) - Modelo de negócios: Parcerias -chave

Reguladores de serviços públicos locais e estaduais

A Northwest Natural trabalha em estreita colaboração com a Comissão de Utilidade Pública do Oregon (OPUC) e a Comissão de Utilitários e Transportes de Washington (WUTC). A partir de 2023, a empresa opera sob estruturas regulatórias que supervisionam seus territórios de serviço.

Órgão regulatório	Jurisdição primária	Impacto regulatório
Comissão de Utilidade Pública de Oregon	Território do Serviço do Oregon	Aprovações de casos de taxa
Comissão de Utilitários e Transporte de Washington	Território do Serviço de Washington	Investimentos de infraestrutura

Provedores de infraestrutura de energia

A Northwest Natural mantém parcerias estratégicas com empresas de pipeline e infraestrutura para garantir a entrega confiável de gás natural.

• Transmissão GTN (transmissão de gás noroeste)
• Northwest Pipeline Corporation
• Empresas de Williams

Desenvolvedores de tecnologia de energia renovável

A empresa investe em parcerias de energia renovável para diversificar seu portfólio de energia.

Parceiro	Foco em tecnologia	Valor do investimento (2023)
Produtores de gás natural renovável	Desenvolvimento de Biometano	US $ 12,5 milhões
Empresas de tecnologia de energia limpa	Pesquisa de mistura de hidrogênio	US $ 3,7 milhões

Fornecedores e distribuidores de gás natural

A Northwest Natural estabeleceu acordos de fornecimento de longo prazo para garantir a entrega consistente de gás.

• Fornecedores de gás canadenses
• Produtores Rocky Mountain Basin
• Distribuidores regionais do noroeste do Pacífico

Organizações ambientais e de sustentabilidade

As colaborações estratégicas se concentraram na redução de emissões de carbono e na promoção de práticas sustentáveis.

Organização	Foco em parceria	Orçamento anual de colaboração
Soluções climáticas	Estratégias de redução de carbono	US $ 1,2 milhão
Fundo de Defesa Ambiental	Redução de emissão de metano	$850,000

Northwest Natural Holding Company (NWN) - Modelo de negócios: Atividades -chave

Distribuição e transmissão de gás natural

A Northwest Natural atende aproximadamente 748.600 clientes de gás natural em Oregon e sudoeste de Washington a partir de 2022. A empresa opera 2.550 milhas de oleodutos de transmissão e distribuição.

Métrica	Valor
Total de clientes de gás	748,600
Miles de pipeline	2,550
Estados da área de serviço	Oregon, Washington

Manutenção da infraestrutura energética

A Northwest Natural investe anualmente em confiabilidade de infraestrutura e atualizações de segurança.

• Investimento anual de infraestrutura: US $ 123,1 milhões em 2022
• Programas de substituição e modernização de oleodutos
• Sistemas contínuos de monitoramento e gerenciamento de integridade

Desenvolvimento de projetos de energia renovável

A empresa se comprometeu a desenvolver projetos de gás natural renovável (RNG).

RNG Project Metric	2022 Status
Capacidade do portfólio RNG	5,5 milhões de terms
Investimentos de projeto da RNG	US $ 14,2 milhões

Atendimento ao cliente e gerenciamento de energia

A Northwest Natural fornece suporte abrangente ao cliente e programas de eficiência energética.

• Operações do Centro de Atendimento ao Cliente 24/7
• Programas de desconto de eficiência energética
• Plataformas de engajamento de clientes digitais

Conformidade regulatória e defesa

A empresa se envolve ativamente com órgãos regulatórios para garantir a conformidade e apoiar o desenvolvimento de políticas.

• Orçamento de conformidade regulatória: US $ 8,3 milhões em 2022
• Participação ativa em comissões estaduais de utilidade
• Iniciativas de redução de sustentabilidade e emissões

Northwest Natural Holding Company (NWN) - Modelo de negócios: Recursos -chave

Extensa rede de gasoduto de gás natural

A Northwest Natural opera aproximadamente 2.500 milhas de transmissão e distribuição de gás natural em Oregon e sudoeste de Washington.

Ativo de pipeline	Especificação
Comprimento total do pipeline	2.500 milhas
Área de serviço	Oregon e Southwest Washington
Faixa de diâmetro do pipeline	2 a 36 polegadas

Tecnologia avançada de medição e distribuição

A empresa investiu em infraestrutura de medição inteligente, com 70% dos medidores de clientes sendo medidores digitais avançados a partir de 2023.

• Penetração do medidor digital: 70%
• Investimento de tecnologia anual: US $ 15,2 milhões
• Recursos de monitoramento em tempo real

Engenharia qualificada e força de trabalho técnica

Métrica da força de trabalho	Valor
Total de funcionários	885
Experiência técnica média	12,5 anos
Investimento anual de treinamento	US $ 1,3 milhão

Forte capital financeiro e capacidade de investimento

A partir do quarto trimestre 2023, a Northwest Natural demonstrou recursos financeiros robustos.

Métrica financeira	Quantia
Total de ativos	US $ 2,1 bilhões
Capitalização de mercado	US $ 1,4 bilhão
Gastos anuais de capital	US $ 220 milhões

Infraestrutura de energia regional estabelecida

• Serve 140.000 clientes de gás natural
• Cobertura em 12 municípios
• Múltiplas instalações de distribuição e armazenamento

Northwest Natural Holding Company (NWN) - Modelo de negócios: proposições de valor

Serviços confiáveis ​​de gás natural e energia

A Northwest Natural atende a aproximadamente 2,5 milhões de clientes em Oregon e no sudoeste de Washington. A empresa oferece 88,2 bilhões de pés cúbicos de gás natural anualmente a partir de 2022 Relatórios Financeiros.

Métrica de serviço	Dados quantitativos
Base total de clientes	2,5 milhões
Entrega anual de gás	88,2 bilhões de pés cúbicos
Área de cobertura de serviço	Oregon e Southwest Washington

Preços competitivos para clientes residenciais

As taxas médias de gás natural residencial para o noroeste natural em 2023 foram de US $ 9,42 por mil pés cúbicos, 12% inferiores à média nacional.

• Taxa residencial: US $ 9,42 por mil pés cúbicos
• Vantagem comparativa do mercado: 12% abaixo da média nacional

Compromisso com transições de energia sustentável

A Northwest Natural investiu US $ 37,6 milhões em projetos de gás natural renovável em 2022, representando 3,2% do total de investimentos em infraestrutura.

Investimento de sustentabilidade	Quantia
Investimento de gás natural renovável	US $ 37,6 milhões
Porcentagem de investimento de infraestrutura	3.2%

Infraestrutura energética segura e eficiente

A empresa mantém 14.500 milhas de infraestrutura de gasoduto com um 99,99% Registro de segurança em 2022.

• Rede total de pipeline: 14.500 milhas
• Desempenho de segurança: 99,99% livre de incidentes

Suporte ao cliente responsivo e soluções de energia

A Northwest Natural opera um centro de suporte ao cliente 24 horas por dia, sete dias por semana, com um tempo médio de resposta de 7 minutos e uma classificação de satisfação do cliente de 4,6 em 5.

Métrica de suporte ao cliente	Desempenho
Tempo médio de resposta	7 minutos
Classificação de satisfação do cliente	4.6/5

Northwest Natural Holding Company (NWN) - Modelo de Negócios: Relacionamentos do Cliente

Consultas de gerenciamento de energia personalizadas

A Northwest Natural oferece serviços personalizados de consulta energética com 87.600 clientes residenciais e 12.400 clientes comerciais no Oregon e no sudoeste de Washington a partir de 2023.

Segmento de clientes	Número de clientes	Serviços de consulta
residencial	87,600	Conselhos sobre eficiência energética
Comercial	12,400	Gerenciamento de energia personalizado

Plataformas de atendimento ao cliente digital

Os canais de serviço digital incluem:

• Plataforma de gerenciamento de contas on -line com 72% de taxa de adoção de clientes
• Aplicativo móvel com 58% de engajamento do usuário
• 24/7 de suporte ao cliente chatbot

Programas de engajamento e educação da comunidade

A Northwest Natural investiu US $ 1,2 milhão em programas de educação comunitária em 2023, com foco na conservação e sustentabilidade de energia.

Tipo de programa	Investimento	Alcançar
Educação escolar	$450,000	45 distritos escolares
Workshops comunitários	$350,000	78 eventos comunitários

Relatórios de cobrança e uso transparentes

Recursos da plataforma de cobrança digital:

• Rastreamento de uso em tempo real
• Relatórios comparativos de consumo de energia
• 83% de satisfação do cliente com a transparência de cobrança

Estratégias de retenção de clientes de longo prazo

Métricas de retenção de clientes para 2023:

Estratégia de retenção	Taxa de sucesso	Custo
Programa de fidelidade	91% de retenção	US $ 2,1 milhões
Incentivos de eficiência energética	86% de envolvimento do cliente	US $ 1,5 milhão

Northwest Natural Holding Company (NWN) - Modelo de Negócios: Canais

Portal de clientes on -line

Northwest Natural fornece um portal de clientes on -line os seguintes recursos:

Número de usuários online ativos	247.500 a partir do quarto trimestre 2023
Transações de pagamento de conta on -line	1,2 milhão por ano
Recursos de gerenciamento de contas de clientes	7 serviços digitais distintos

Aplicativos para smartphones móveis

Os recursos de aplicativo móvel incluem:

• Rastreamento de uso de energia em tempo real
• Funcionalidade de pagamento da conta
• Relatórios de interrupção
• Solicitação de serviço

Downloads de aplicativos móveis	89.300 downloads totais
Usuários mensais de aplicativos móveis ativos	42.500 usuários

Centros diretos de vendas e atendimento ao cliente

Detalhes da infraestrutura de atendimento ao cliente:

Número de centros de atendimento ao cliente	3 locais primários
Chamadas anuais de atendimento ao cliente	412.000 interações
Tempo médio de resolução de chamadas	7,3 minutos

Interações do escritório de serviços públicos locais

Estatísticas de interação física do escritório:

Locais de escritório físico total	5 escritórios da área de serviço
Visitas anuais de clientes pessoais	38.600 interações com os clientes

Plataformas de comunicação digital

Digital Communication Channel Breakdown:

Volume de comunicação por e -mail	276.000 e -mails de clientes anualmente
Plataformas de engajamento de mídia social	3 plataformas principais
Interações anuais de mídia social	52.400 compromissos de clientes

Northwest Natural Holding Company (NWN) - Modelo de negócios: segmentos de clientes

Consumidores de gás natural residencial

A Northwest Natural atende a aproximadamente 748.600 clientes residenciais em Oregon e sudoeste de Washington a partir de 2022.

Categoria de cliente	Número de clientes	Consumo médio anual
Casas unifamiliares	695,000	65 Therms/mês
Residências multifamiliares	53,600	45 Therms/mês

Usuários de energia comercial e industrial

A Northwest Natural suporta 52.100 clientes comerciais e industriais em seu território de serviço.

• Segmento de pequenas empresas: 45.700 clientes
• Grandes empresas comerciais: 5.200 clientes
• Clientes industriais: 1.200 clientes

Clientes de energia municipal e governamental

Os clientes governamentais e municipais representam 3,2% da base total de clientes, totalizando aproximadamente 2.400 clientes.

Tipo de cliente	Número de clientes
Governos da cidade	1,100
Instalações do condado	780
Instituições do Estado	520

Parceiros do Projeto de Energia Renovável

A Northwest Natural investiu em 12 projetos de parceria de energia renovável a partir de 2022.

• Projetos de gás natural renovável (RNG): 7
• Colaborações de energia solar: 3
• Parcerias de infraestrutura de hidrogênio: 2

Organizações regionais de utilidade e infraestrutura

Northwest Natural colabora com 28 organizações de serviços públicos regionais.

Tipo de organização	Número de parcerias
Utilitários elétricos	15
Utilitários de água	8
Infraestrutura de telecomunicações	5

Northwest Natural Holding Company (NWN) - Modelo de negócios: estrutura de custos

Manutenção e atualizações de infraestrutura

A Northwest Natural Holding Company investiu US $ 103,4 milhões em manutenção e atualizações de infraestrutura em 2022. As despesas de capital da empresa para melhorias no sistema de oleodutos e distribuição totalizaram US $ 156,7 milhões no mesmo ano fiscal.

Categoria de infraestrutura	Valor do investimento (2022)
Substituição de pipeline	US $ 67,2 milhões
Atualizações do sistema de distribuição	US $ 36,5 milhões
Modernização da instalação	US $ 22,7 milhões

Despesas de aquisição de gás natural

Em 2022, os custos de aquisição de gás natural da Northwest Natural foram de US $ 373,6 milhões. O custo total do gás da empresa foi de aproximadamente 38% de suas despesas operacionais totais.

• Custo médio de commodity de gás natural: US $ 5,42 por milhão de unidades térmicas britânicas (MMBTU)
• Volume anual de compra de gás: 68,9 milhões de dekatherms
• Custos de transporte e armazenamento: US $ 42,3 milhões

Compensação e treinamento da força de trabalho

A Northwest Natural gastou US $ 145,2 milhões em compensação total dos funcionários em 2022. A Companhia empregou 1.167 funcionários em período integral com um salário médio anual de US $ 124.250.

Categoria de compensação	Quantia
Salários da base	US $ 98,6 milhões
Benefícios e contribuições de aposentadoria	US $ 33,7 milhões
Treinamento e desenvolvimento	US $ 12,9 milhões

Investimentos de conformidade regulatória

Northwest Natural alocou US $ 27,5 milhões para conformidade regulatória e iniciativas ambientais em 2022. Isso incluiu investimentos em programas de segurança, monitoramento ambiental e relatórios regulatórios.

• Investimentos de conformidade de segurança: US $ 15,3 milhões
• Monitoramento ambiental: US $ 6,2 milhões
• Sistemas de relatórios regulatórios: US $ 6,0 milhões

Desenvolvimento de tecnologia e plataforma digital

A empresa investiu US $ 18,6 milhões em desenvolvimento de tecnologia e plataforma digital em 2022. Isso incluiu atualizações para sistemas de gerenciamento de clientes, infraestrutura de segurança cibernética e tecnologia operacional.

Categoria de investimento em tecnologia	Quantia
Sistemas de gerenciamento de clientes	US $ 7,4 milhões
Infraestrutura de segurança cibernética	US $ 6,2 milhões
Atualizações de tecnologia operacional	US $ 5,0 milhões

Northwest Natural Holding Company (NWN) - Modelo de negócios: fluxos de receita

Taxas de distribuição de gás natural

Para o ano fiscal de 2023, as receitas de distribuição de gás natural relatado do Noroeste de US $ 890,4 milhões. A empresa atende aproximadamente 2,5 milhões de clientes em Oregon e no sudoeste de Washington.

Segmento de clientes	Receita anual	Número de clientes
residencial	US $ 612,3 milhões	1,8 milhão
Comercial	US $ 218,6 milhões	700,000
Industrial	US $ 59,5 milhões	Aproximadamente 5.000

Cobranças de serviço residencial e comercial

As taxas de serviço de 2023 totalizaram US $ 47,2 milhões, incluindo:

• Taxas de conexão: US $ 12,6 milhões
• Taxas de leitura do medidor: US $ 8,9 milhões
• Taxas de serviço de manutenção: US $ 25,7 milhões

Retornos de investimento em infraestrutura energética

Os retornos de investimento em infraestrutura para 2023 atingiram US $ 76,5 milhões, com investimentos importantes, incluindo:

Categoria de investimento	Investimento total	Retorno do investimento
Infraestrutura de pipeline	US $ 325 milhões	6.8%
Instalações de armazenamento	US $ 89 milhões	5.2%

Desenvolvimento de projetos de energia renovável

As receitas do projeto de energia renovável para 2023 totalizaram US $ 38,7 milhões, com investimentos em:

• Desenvolvimento de projetos solares: US $ 22,3 milhões
• Projetos de gás natural renovável: US $ 16,4 milhões

Ajustes da taxa de utilidade e aprovações regulatórias

Os aumentos de taxas aprovados em 2023 geraram receita adicional de US $ 34,6 milhões, com um aumento médio da taxa de 3,2% nos segmentos de clientes.

Jurisdição regulatória	Aumento da taxa	Receita adicional
Oregon	3.5%	US $ 24,3 milhões
Washington	2.8%	US $ 10,3 milhões

Northwest Natural Holding Company (NWN) - Canvas Business Model: Value Propositions

You're looking at the core reasons customers choose Northwest Natural Holding Company (NWN), which boils down to dependable service, competitive cost structures, and forward-looking environmental options. Here's a breakdown of the hard numbers supporting those claims as of late 2025.

Highly reliable natural gas and water utility service

Northwest Natural Holding Company emphasizes maintaining a modern infrastructure to ensure service continuity. For instance, the company invested $102 million in its gas and water systems in the first quarter of 2025 alone to bolster reliability and resiliency. Across the first nine months of 2025, total investment in these systems reached $333 million. Operationally, the gas utility segment owns 21.6 Bcf of underground gas storage capacity in Oregon to help manage peak demand periods. Furthermore, the company added over 95,000 gas and water utility connections in the last 12 months ending September 30, 2025, showing growth alongside service delivery.

Competitive energy pricing under a regulated, cost-pass-through model

The regulated structure allows Northwest Natural Holding Company to pass through commodity costs, which is a key part of its pricing value proposition. New rates, which include estimated gas costs for the upcoming winter heating season via the Purchased Gas Adjustment (PGA) mechanism for Oregon and Washington customers, went into effect on Oct. 31, 2025. This followed the completion of the largest general rate case in the company's Oregon history, which increased the revenue requirement by $93.3 million to recover critical investments. Despite this, the company notes that customers are paying less for natural gas service now than they were 20 years ago.

Decarbonization options via Renewable Natural Gas (RNG) programs

Northwest Natural Holding Company is actively pursuing Renewable Natural Gas (RNG) to meet state mandates and customer interest in lower-carbon options. The company has set specific procurement targets for 2025 under various regulatory frameworks. The strategy involves securing RNG volumes to meet both state compliance and customer program needs, even if RNG is a more expensive resource than other compliance options like Community Climate Investments (CCIs).

Here are the stated RNG procurement goals for 2025:

Program/Jurisdiction	2025 RNG Volume Sought	Percentage of Sales Load/Compliance Gas
Oregon SB 98 (Sales Load)	4.2 million Dths	6% of normal weather sales load
Washington Compliance Gas	800,000 Dths	8% of normal weather compliance gas
2025-2026 Price Gas Adjustment (PGA) Year	1,350,000 additional Dth	(Covers Nov 2025-Oct 2026)

For context on progress, the RNG volume procured in 2023 was 0.91% of Oregon natural gas sales, missing the utility's internal goal of 5% for that year.

Superior customer satisfaction (J.D. Power top-2 in the West)

Customer perception remains a strong value proposition, consistently ranking Northwest Natural Holding Company highly against peers. The J.D. Power Gas Utility Residential Customer Satisfaction Study for 2025 was fielded from July 2024 through May 2025.

• Ranked in the top five in the West by J.D. Power's Gas Utility Residential Customer Satisfaction Study (2025 results).
• Ranked first in the West by J.D. Power's Business Customer Satisfaction Study (2025 results).
• The 2023 results showed the utility scored second-highest among large utilities in the Western United States for the fourth consecutive year.
• In the 2023 study, Northwest Natural Holding Company also finished first among West peers in the categories of safety and reliability, price, and corporate citizenship.

Financial assistance and energy efficiency programs

The company supports customer affordability and energy reduction through various programs, though some regulatory mechanisms have faced uncertainty. For example, the Energy Trust of Oregon achieved 1.5 million therms of first-year savings through the first quarter of 2024. Previously, Northwest Natural Holding Company had planned to purchase more than $40 million in Community Climate Investment credits in 2023 to fund energy efficiency retrofits and other emission-lowering projects, but that program is currently on hold pending rulemaking.

Northwest Natural Holding Company (NWN) - Canvas Business Model: Customer Relationships

High-touch, personalized service for new construction and large users

Northwest Natural Holding Company added over 95,000 gas and water utility connections in the last 12 months, ending September 30, 2025, for a combined growth rate of 10.9% as of that date.

For large consumers, Industrial Billing Reports track hourly consumption for approximately 450 industrial and commercial customers, who are typically the largest gas consumers impacting distribution system pressures.

The company is focused on customer growth, projecting 2% to 2.5% consolidated organic customer growth across its utilities for 2025.

Income-qualified bill discount programs offering up to 85% savings

Northwest Natural Holding Company offers bill discounts based on income level in its service territories, with the highest potential savings reaching 85% for the most qualified customers in Oregon.

The structure for the Oregon Bill Discount Program, which applies to households with income less than 60% of Oregon State Median Income (SMI), is detailed below:

Discount Tier	Household Income (Oregon)	Monthly Bill Discount
Tier 0	At or below 15% SMI	85%
Tier 1	16-30% SMI	50%
Tier 2	31-45% SMI	30%
Tier 3	46-60% SMI	15%

In Washington, customers at or below 80% of area median income or the federal poverty level may receive discounts between 15% to 80%.

The company agreed to create a new debt forgiveness program intended to roll out in 2025 to help low-income customers with recurring bill debt.

Customers may also be eligible to receive grants totaling $1,500 over a two-year period to help pay gas bills.

Proactive communication during outages and emergency response

For Interruptible Gas customers, a Northwest Natural Holding Company representative will contact individual customers when curtailment is necessary.

As of October 2, 2025, the NW Natural Status for gas service was reported as OPEN.

Self-service options for bill payment and account management

Customers have the option to use a Level Payment Plan to reconcile their account balance over up to 12 months.

Customers may also be able to extend their payment due date directly through online sign-in.

Community engagement and corporate philanthropy

Northwest Natural Holding Company was honored as one of the World's Most Ethical Companies® by Ethisphere for the fourth year in a row as of the first quarter of 2025.

The company expects to invest approximately $60 million in its water utilities during 2025 for infrastructure replacement, treatment facility improvement, and growth support.

Over the last 20 years, Northwest Natural Holding Company has credited its customers' bills with cumulative savings of over $280 million.

The company declared a quarterly dividend of $0.49 per share, payable May 15, 2025, maintaining an indicated annual dividend rate of $1.96 per share (prior to the Q3 2025 increase).

Following Q3 2025 results, the annual indicated dividend rate was increased to $1.97 per share for the 70th consecutive year.

Northwest Natural Holding Company (NWN) - Canvas Business Model: Channels

You're looking at how Northwest Natural Holding Company delivers its service, which is a mix of old-school infrastructure and modern digital access. Here's the breakdown of their Channels as of late 2025.

Physical distribution network (pipelines and water mains)

The core channel is the physical network itself. For the Northwest Natural Gas Utility segment, service reaches approximately 2 million people across more than 140 communities in Oregon and Southwest Washington, supported by about 807,000 meters as of the first quarter of 2025. This infrastructure investment is significant, with expected consolidated capital expenditures for 2025 in the range of $450 - $500 million. The company also manages 21.6 Bcf of underground gas storage capacity in Oregon. The expanded footprint includes SiEnergy, which serves over 83,000 meters in Texas as of the second quarter of 2025. Overall customer connections across all utilities grew by 10.9% in the twelve months ending September 30, 2025, adding over 95,000 connections.

Distribution Asset/Metric	Scope/Amount (as of mid-2025)	Service Area Focus
Natural Gas Meters (NW Natural)	Approximately 807,000	Oregon and Southwest Washington
Total Utility Connections Growth (12 Mo. to 9/30/2025)	Added over 95,000 (10.9% growth rate)	Consolidated
Texas Gas Utility Meters (SiEnergy)	Over 83,000	Houston, Dallas, Austin, Texas
Water Utility Meters (NW Natural Water)	Approximately 76,000	Pacific Northwest, Texas, Arizona, California
2025 Consolidated Capital Expenditures	$450 - $500 million	Infrastructure upgrades and system improvements

24/7 Customer Contact Center for service and emergencies

While the primary customer service line operates Monday through Friday from 7 am to 6 pm, the emergency response channel is available around the clock. For a gas odor or emergency, customers call 800-882-3377. For general customer service inquiries, the numbers are 503-226-4211 or 800-422-4012. The company's focus on service is reflected in its industry recognition; NW Natural scored second-highest in customer satisfaction among large utilities (500,000 or more customers) in the Western United States according to the J.D. Power Gas Utility Residential Customer Satisfaction Study.

Online customer portal for billing and service requests

You can manage your account through the online Customer Payment Portal, which is powered by Paymentus. This digital channel lets you perform several key actions:

• View and print bills.
• See payment history.
• Make one-time payments or set up Auto Pay.
• Store payment methods.
• Register your account to view gas use and compare it over time.

The portal supports a mobile-friendly design and offers opt-in notifications like email and text reminders. If you need bills older than 3 years, you must email Customer Service or call 800-422-4012.

NW Natural Appliance Center and Preferred Contractor referrals

While specific sales figures for the NW Natural Appliance Center aren't public, the company's overall gas utility segment volume distribution gives us a hint about the customer mix this channel supports. Residential and commercial customers together account for approximately 60% of NGD volumes delivered. This suggests that the remaining volume, which includes industrial use, makes up about 40%, and appliance/equipment sales would target the residential and commercial base.

Direct sales teams for commercial and industrial customers

Direct engagement targets the commercial and industrial segments, which are key drivers for the natural gas distribution business. Based on the volume split, these customers represent a substantial portion of the throughput, likely around 40% of the total NGD volumes delivered. Furthermore, the acquisition of SiEnergy adds a high-growth Texas platform, which serves a mix of residential and commercial customers.

Finance: review the 2026 CapEx plan against the projected $450 - $500 million spend for 2025 by end of next week.

Northwest Natural Holding Company (NWN) - Canvas Business Model: Customer Segments

The customer segments for Northwest Natural Holding Company reflect a diversified, multi-utility structure as of late 2025, heavily influenced by recent strategic acquisitions in Texas.

Residential natural gas consumers in Oregon and SW Washington represent the historical core of the largest utility segment. As of December 31, 2024, the NW Natural Gas Utility served approximately 2.5 million people through over 800,000 meters across Oregon and Southwest Washington. New rates went into effect on October 31, 2025, for these Oregon and Washington customers.

Commercial and Industrial (C&I) energy users are served alongside residential customers within the regulated gas utilities. The company's gas utility business is structured to serve these users, with opportunities for growth noted in Texas due to the state's robust economy and business relocations. The C&I segment contributes to the overall customer growth, which saw a combined utility rate of 10.6% for the 12 months ended June 30, 2025.

Water and wastewater utility customers across multiple states form the Northwest Natural Water Utility segment. This subsidiary provides services across the Pacific Northwest, Texas, Arizona, and California. As of the latest data, NW Natural Water is serving approximately 150,000 people through about 62,000 connections. This segment posted a 5.8% increase in its customer base over the last 12 months ending June 30, 2025, supported by three acquisitions.

High-growth residential developers in new Texas service territories are a key driver of recent expansion. The SiEnergy Gas Utility, acquired in January 2025, operates in the greater metropolitan areas of Houston, Dallas, and Austin, Texas. SiEnergy and Pines (acquired in Q2 2025) served approximately 83,000 customers combined as of June 30, 2025. Furthermore, SiEnergy has signed contracts representing over 217,000 future meters in Texas. The acquisition of EPCOR Texas Gas specifically added 6,900 metered connections northeast of Houston.

Non-utility customers for non-regulated RNG sales are served through NW Natural Renewables Holdings. This segment began operations and cash flows from two RNG facilities. The company has entered into new contracts to purchase RNG under Oregon Senate Bill 98. The company also has a fixed-volume contract for the sale of RNG extending from 2025 through 2042.

Here's a quick look at the scale of the customer base across the primary utility operations as of mid-to-late 2025:

Segment	Metric	Latest Reported Number (2025)
NW Natural Gas Utility (OR/SW WA)	Customers Served (Meters)	Over 800,000 (as of 12/31/2024)
SiEnergy/Pines Gas Utility (TX)	Customers Served (as of 6/30/2025)	Approximately 83,000
NW Natural Water Utility	Connections	Approximately 62,000
NW Natural Water Utility	People Served	Approximately 150,000
Combined Utility Growth	Customer Connections Added (12 months ended 9/30/2025)	Over 95,000
SiEnergy Future Growth	Signed Contracts for Future Meters	Over 217,000

The overall customer growth for all utilities was substantial:

• Combined Utility Customer Growth Rate (12 months ended June 30, 2025): 10.6%.
• Combined Utility Customer Growth Rate (12 months ended September 30, 2025): 10.9%.
• Northwest Natural Water Customer Growth (12 months ended June 30, 2025): 5.8%.
• Annualized Organic Customer Growth (First Half 2025): 1.9%.

Northwest Natural Holding Company (NWN) - Canvas Business Model: Cost Structure

You're looking at the major costs Northwest Natural Holding Company incurs to run its utility operations and fund its growth initiatives as of late 2025. For a regulated utility, the cost structure is heavily influenced by asset base needs and the cost of capital.

High capital expenditures (CapEx) for infrastructure modernization represent a massive outlay. Northwest Natural Holding Company projects its 2025 Capital Expenditure guidance to be in the range of $450 million to $500 million. This investment is strategic, allocated across the Pacific Northwest gas utilities, the SiEnergy acquisition integration, and water and wastewater projects. Looking further out, long-term CapEx projections through 2030 have been increased to $2.5 billion to $2.7 billion, reflecting growth plans.

The financing for this asset base drives significant fixed costs. As of Q1 2025, Northwest Natural Holding Company's Long-term Debt stood at $2.2 billion, which included financing activities like a $273 million loan for the SiEnergy acquisition. The targeted capital structure for regulatory purposes is a 50% common equity and 50% long-term debt split. Consequently, interest expense on this debt has risen significantly, partially offsetting net income improvements from new rates.

Operations and Maintenance (O&M) expenses for utility systems are subject to inflationary pressures, especially labor costs. For the Northwest Natural Gas segment in Q1 2025, O&M expense increased by $2.2 million, primarily due to higher payroll and benefit expense. In Q2 2025, the O&M increase was $6.3 million, again mainly reflecting higher payroll and benefits. Total Operating Expenses for the first quarter of 2025 were reported at $339.9 million.

Costs related to regulatory compliance and depreciation move in tandem with capital investment. Depreciation and general taxes increased by $4.8 million in Q2 2025, a direct result of continued system investment. Higher depreciation expenses were noted as a factor impacting net income in Q1 2025. Regulatory compliance costs are tied to securing revenue requirements; for example, the Oregon general rate case order, effective October 31, 2025, approved a revenue requirement increase of $20.7 million over existing rates. Separately, the Washington rate case filing seeks an annual revenue increase of $25.6 million in its first year.

Natural gas and water procurement costs are generally pass-through items, meaning fluctuations in commodity prices are typically recovered through customer rates, though timing differences can affect short-term margins. While specific procurement cost figures aren't detailed as a standalone line item in the provided Q1/Q2 2025 summaries, the overall cost base is reflected in the total operating expenses. The company's Total Assets stood at $5.7 billion as of March 31, 2025.

Here's a quick view of the key cost-related financial data points from early 2025 filings:

Cost Component / Metric	2025 Figure or Range	Context/Period
Projected Capital Expenditures (CapEx)	$450 million - $500 million	Fiscal Year 2025 Guidance
Long-Term Debt Balance	$2.2 billion	As of Q1 2025
Total Operating Expenses	$339.9 million	Q1 2025
O&M Expense Increase (Q2)	$6.3 million	Q2 2025 vs prior period
Depreciation & General Taxes Increase (Q2)	$4.8 million	Q2 2025 vs prior period
Targeted Long-Term Debt Allocation	50%	Of Capital Structure
Long-Term CapEx Projection	$2.5 billion - $2.7 billion	Through 2030

The regulatory environment directly impacts the recovery of these costs. For instance, the approved capital structure includes a 9.5% Return on Equity and an overall cost of capital of 7.12%. These allowed returns help ensure the company can cover its cost of capital, which is defintely a key part of the cost structure equation.

You should check the upcoming Washington rate case filing to see how the next revenue requirement increase will offset rising operational expenses. Finance: draft 13-week cash view by Friday.

Northwest Natural Holding Company (NWN) - Canvas Business Model: Revenue Streams

You're looking for the hard numbers on how Northwest Natural Holding Company (NWN) is bringing in revenue as we close out 2025. It's a mix of regulated utility income, which is the bread and butter, and newer growth areas like water and renewables. Here's the quick math on the streams feeding the top line.

The overall expectation for the year is strong, with the full-year 2025 consensus revenue estimate landing at $1.33 billion. This compares to the forecast annual revenue of $1,266,082,000 based on analyst projections for 2025.

The primary revenue drivers break down like this:

• Regulated natural gas utility margin from Oregon and Washington
• Regulated revenue from the growing multi-state water utility segment
• Non-regulated revenue from NW Natural Renewables (RNG sales)
• Storage and transportation fees from third parties using gas storage

The regulated gas utility in Oregon and Washington saw a significant rate case impact. For the first nine months of 2025, the NW Natural Gas Utility margin increased by $68.1 million, largely due to new rates in Oregon that became effective on October 31, 2025. To give you a sense of the rate adjustments driving this, the utility had initially proposed a residential rate increase of about 7%, but an agreement in the general rate case resulted in a profit margin increase of only 0.1%, which is about standard for Oregon utilities.

The multi-state water utility segment is definitely a growth area, bolstered by acquisitions. As of September 30, 2025, Northwest Natural Holding Company added over 95,000 gas and water utility connections in the preceding 12 months, representing a combined growth rate of 10.9%. For the third quarter of 2025, the NWN Water utility saw operating revenues increase by $3.2 million, driven by new rates in Arizona and incremental revenue from the Infrastructure Capital Holdings/Puttman water utilities acquired in 2024. The segment is projected to contribute between $0.25 to $0.30 per share in EPS for the full year 2025.

Here's a look at the segment contributions based on recent quarterly data, though this is income/net income, not pure revenue:

Business Segment	Q3 2025 Revenue (Millions USD)	9M 2025 Revenue (Millions USD)	Q3 2024 Revenue (Millions USD)
NWN Gas Utility (OR/WA)	Data not isolated from total	Data not isolated from total	Data not isolated from total
NWN Water Utility	Data not isolated from total	Data not isolated from total	Data not isolated from total
SiEnergy Gas Utility (Texas)	Data not isolated from total	Data not isolated from total	Data not isolated from total
Total Reported Revenue (Q3 2025)	$164.7 million	$895.2 million	$136.9 million

For non-regulated revenue, NW Natural Renewables (RNG sales) is now a recognized contributor. Both renewable natural gas (RNG) facilities, which began operations last year, are meeting production expectations. The company reported a full quarter of revenues from NWN Renewables in the first quarter of 2025. The primary revenue source here is from RNG sales under long-term contracts.

Regarding gas storage fees, the company is actively managing its capacity. The company filed to recall 15,000 Dth/day of its Mist storage capacity from third-party interstate/intrastate storage customers back to core utility customers, effective October 31, 2025. This specific capacity recall adjustment is projected to result in an increase to the Company's annual revenues by $82,915, which is about 0.01% of annual revenues.

You should keep an eye on the Washington rate case filings, too. A separate filing in September 2025 proposed rate changes that, if permanent, would result in a decrease to Washington revenues of about $6.7 million, or 6.12%, effective November 1, 2025, due to purchased gas adjustments.

Finance: draft 13-week cash view by Friday.