KUA Releases Customer Satisfaction Survey Results

Placeholder image

KISSIMMEE, Fla., April 30, 2007 – Kissimmee Utility Authority’s annual customer satisfaction survey for 2007 showed an overall satisfaction rate of 85 percent among residential customers, up 14 percentage points from 2006. The survey results were released Monday.

The 36-question survey—which covered customer contact and service, billing, services, communications and utility image—was conducted by telephone in January by Deerfield Beach, Fla.-based research firm PMG Associates, Inc.

The results showed marked 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

2006

2007

Overall customer satisfaction

7.10

8.53

Well managed utility

7.02

8.09

A company you can trust

6.42

7.94

Level of involvement in the community

7.07

8.00

Having knowledgeable employees

8.06

8.49

Having courteous employees

8.30

8.67

Conservation/environmental responsibility

6.83

7.60

Customers expressed confidence on issues involving KUA’s general operations and management. They expressed a great deal of trust in KUA as an organization, seeing it as a well-run, service-oriented utility that values their business.

Customers gave high ratings to the commitment of KUA employees to ethical business practices and the utility’s ongoing involvement in the community. They also praised the courtesy and knowledge of the utility’s customer service representatives.

The survey results showed that customers have an increased positive impression of KUA’s conservation and environmental responsibility.

“Every KUA employee should take ownership and pride in these scores,” said KUA president and general manager Jim Welsh. “Each of us plays a part in customer satisfaction.”

Founded in 1901, KUA (www.kua.com) is Florida’s sixth largest community-owned utility providing electric and telecommunication services to 170,000 residents in five Central Florida counties.

# # #

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