KISSIMMEE, Fla., June 4, 2015 – Knowledgeable and courteous employees combined with high service reliability and concern for customer safety helped boost customer satisfaction at Kissimmee Utility Authority by 2.2 percent in 2015, according to results of a customer survey released Wednesday by the utility.
The annual survey, conducted by telephone by Deerfield Beach, Fla.-based research firm PMG Associates, Inc, measured customer satisfaction by examining six key factors: customer service, corporate leadership, communications, billing and payment, reliability, and price.
The results showed improvement in every category over the previous year’s results. Responses were measured on a scale of 1-10, with 10 being the highest.
Overall customer satisfaction 8.79 8.60
Bill easy to understand 8.84 8.71
Timely answering of calls 8.69 8.09
Meeting needs on first call/visit 8.84 8.40
Performance of Service
Day-to-day service 9.10 8.96
Satisfaction with electric rates 7.07 6.73
Convenient payment options 8.47 8.21
Plan/invest in infrastructure 8.01 7.66
Protecting the environment 8.23 7.86
Concern for customer safety 8.47 8.22
Concern for customer needs 8.45 8.30
Follow through on promises 8.37 8.05
Knowledgeable employees 8.74 8.55
Courteous employees 9.02 8.78
Community involvement 7.90 7.31
Honesty in business 8.13 7.75
Accountable for actions 8.12 7.71
Well managed utility 8.66 8.27
A company you can trust 8.49 8.23
Providing utility bills that are easy to understand and meeting customer needs on the first call or visit helped boost customer service scores by 6.3 percent over 2014.
Corporate leadership scores increased by 5.2 percent. Survey respondents expressed trust in KUA as an organization, seeing it as a well-run utility that is accountable for its actions.
The survey also revealed an increase in electronic bill participation and bank drafting for bill payment.
“KUA employees strive to provide excellent service to our customers day in and day out,” said KUA president and general manager Jim Welsh. “We have been focused on continually improving our customer service and communications to ensure that we are meeting our customers’ needs.”
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.
Founded in 1901, KUA (https://kua.com) is Florida’s sixth largest community-owned utility powering 67,000 customers in Osceola County, Fla.
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Contact: Chris Gent