Survey Shows KUA Customer Satisfaction Remains High

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KISSIMMEE, Fla., June 19, 2013 – Courteous employees and convenient payment options combined with high service reliability and following through on promises helped maintain high customer satisfaction at Kissimmee Utility Authority in 2013, 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.

Although overall satisfaction dipped 0.9 percent, corporate leadership scores increased 6.3 percent, satisfaction with rates increased 5.9 percent, customer service scores increased 1.0 percent and performance of services scores increased 0.6 percent.

Responses were measured on a scale of 1-10, with 10 being the highest.

2013

2012

Overall customer satisfaction

8.51

8.59

Customer Service

Bill easy to understand

8.39

8.19

Timely answering of calls

7.90

8.01

Meeting needs on first call/visit

8.46

8.31

Performance of Service

Day-to-day service

8.78

8.73

Satisfaction with electric rates

6.86

6.48

Convenient payment options

8.52

8.47

Plan/invest in infrastructure

7.79

7.47

Protecting the environment

7.99

8.03

Concern for customer safety

8.37

8.44

Concern for customer needs

8.21

8.40

Follow through on promises

8.32

7.87

Knowledgeable employees

8.56

8.73

Courteous employees

8.89

8.81

Corporate Leadership

Community involvement

8.23

7.51

Honesty in business

8.07

7.46

Accountable for actions

7.94

7.41

Well managed utility

8.52

8.17

A company you can trust

8.47

8.22

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 honest and accountable for its actions. In the area of customer service, customers gave positive marks for bills that are easy to understand and having their needs met on their first call or visit to the utility.

“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