KUA Customer Satisfaction Up in 2011

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KISSIMMEE, Fla., June 8, 2011 – Knowledgeable and courteous employees combined with high service reliability and care for the environment helped boost customer satisfaction at Kissimmee Utility Authority by eight percent in 2011, according to the results of a customer survey released Wednesday by the utility.

The telephone survey, conducted by Deerfield Beach, Fla.-based research firm PMG Associates, Inc, measured customer satisfaction by examining five key factors: customer service, corporate leadership, communications, billing and payment, and price.

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

2011

2010

Overall customer satisfaction

8.83

8.34

Customer Service

 

 

Bill easy to understand

9.00

8.61

Timely answering of calls

8.00

7.99

Meeting needs on first call/visit

8.83

8.18

Convenient payment options

8.18

8.21

Performance of Service

 

 

Day-to-day service  

9.19

8.57

Satisfaction with electric rates

6.64

5.75

Plan/invest in infrastructure

7.52

6.84

Protecting the environment

8.17

7.17

Concern for customer safety

8.86

7.91

Concern for customer needs

8.71

7.84

Follow through on promises

8.36

7.61

Knowledgeable employees

9.00

8.29

Courteous employees         

9.27

8.62

Corporate Leadership

 

 

Community involvement

8.13

7.50

Honesty in business  

7.95

7.43

Accountable for actions      

7.96

7.46

Well managed utility

8.59

7.82

A company you can trust

8.70

7.97

Survey respondents 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.

The survey also revealed that 10.8 percent of utility customers planned to purchase an electric vehicle in the next five years.

“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. “We continue to listen to our customers and community to learn how to better serve them.”

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
Founded in 1901, KUA (
http://kua.com) is Florida’s sixth largest community-owned utility providing electric and telecommunication services to 64,000 customers in Osceola County, Fla.

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