KUA Customer Satisfaction Up in 2010

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KISSIMMEE, Fla., June 11, 2010 – Kissimmee Utility Authority customers are mostly satisfied with their electric utility, according to the results of an annual customer satisfaction survey released Friday by the electric utility.

The 36-question survey—which covered reliability, customer service, billing and payment, utility reputation 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.

 

2010

2009

Overall customer satisfaction

8.34

7.71

Customer Service

 

 

Day-to-day service  

8.57

7.90

Bill easy to understand

8.61

7.43

Utility Overall

 

 

Satisfaction with electric rates

5.75

5.94

Plan/invest in infrastructure

6.84

6.94

Protecting the environment

7.17

6.98

Concern for customer safety

7.91

7.37

Convenient payment options

8.21

7.76

Concern for customer needs

7.84

7.56

Follow through on promises

7.61

7.26

Knowledgeable employees

8.29

7.63

Courteous employees         

8.62

7.68

Corporate Leadership

 

 

Community involvement

7.50

6.42

Honesty in business  

7.43

7.02

Accountable for actions      

7.46

7.10

Well managed utility

7.82

7.33

A company you can trust

7.97

7.37

Communication

 

 

Ease in understanding bill

8.67

7.61

Ease of automated phones

7.87

7.38

Timely answering of calls

7.99

7.18

Meeting needs on first call/visit

8.18

7.48


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 results show that we’ve listened to what our customers say and have used their input to improve our service.”

The survey also revealed several areas where improvement is needed. The results are under management review and action items will be developed to address these areas.

About PMG Associates, Inc.
A Minority Business Enterprise, PMG Associates, Inc. provides economic, management and marketing services to a variety of public and private clients. Founded in 1984, the firm serves clients throughout the United States, the Caribbean and Mexico.

About KUA