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.
Overall customer satisfaction
Bill easy to understand
Satisfaction with electric rates
Plan/invest in infrastructure
Protecting the environment
Concern for customer safety
Convenient payment options
Concern for customer needs
Follow through on promises
Honesty in business
Accountable for actions
Well managed utility
A company you can trust
Ease in understanding bill
Ease of automated phones
Timely answering of calls
Meeting needs on first call/visit
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.