KUA Customer Satisfaction Up in 2009

Placeholder image

KISSIMMEE, Fla., July 9, 2009 – Kissimmee Utility Authority customers are mostly satisfied with their electric utility, according to the results of an annual customer satisfaction survey released Thursday by the utility.

The 36-question survey—which covered reliability, customer service, billing and payment, utility image and communications—was conducted by telephone in May by Coconut Creek, Fla.-based research firm PMG Associates, Inc.

The results showed improvement in almost every category over the previous year’s survey. Responses were measured on a scale of 1-10, with 10 being the highest.

Response

2009

2008

Overall customer satisfaction

7.71

7.61

Day-to-day service

7.90

7.58

Providing a bill that’s easy to understand

7.43

7.26

Planning and investing in infrastructure

6.94

6.71

Protecting the environment

6.98

6.63

Concern for customer safety

7.37

7.23

Convenient payment options

7.76

7.54

Concern for customer needs

7.56

7.32

Following through on promises made

7.26

6.70

Having knowledgeable employees

7.63

7.46

Having courteous employees

7.68

7.49

Customers expressed confidence on issues involving KUA’s general operations and management. They expressed trust in KUA as an organization, seeing it as a well-run utility that is accountable for its actions.

In the area of customer service, customers gave positive marks for the prompt manner in which their calls were answered, and that their needs were met on the first call or visit.

“I am very pleased with the feedback we have received, and I am especially pleased with our strong ratings in customer service,” said KUA president and general manager Jim Welsh. “The survey results confirm KUA’s strong relationship with its customers and the confidence they have in our utility.”

The survey also revealed several areas where improvement is needed. Action items will be developed by utility staff to address these areas.

Founded in 1901, KUA (www.kua.com) is Florida’s sixth largest community-owned utility providing electric and telecommunication services to 62,000 customers in Osceola County, Fla.

# # #

Chris M. Gent
(407) 933-9836
cgent@kua.com