KUA Earns High Scores in Customer Satisfaction

KISSIMMEE, Fla., July 27, 2018 – Having knowledgeable and courteous employees, high system reliability, bills that are easy to understand and convenient payment options helped Kissimmee Utility Authority maintain high overall customer satisfaction scores in 2018, according to the results of a customer satisfaction survey released today by the utility.

The 46-question survey, conducted by telephone by Cromwell, Connecticut-based research firm GreatBlue Research, Inc., measured customer satisfaction by examining six key factors: customer service, corporate leadership, communications, billing and payment, reliability and price.

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


Residential Commercial
Overall customer satisfaction 8.93 8.92
Performance of Service  
Day-to-day service 9.11 9.32
Bill easy to understand 9.02 9.42
Protecting the environment 8.90 9.40
Concern for customer safety 8.97 9.27
Convenient payment options 9.02 9.32
Concern for customer needs 8.79 9.02
Following through on promises made 9.00 9.16
Having knowledgeable employees 9.03 9.25
Having courteous employees 9.20 9.34
Corporate Leadership
Level of community involvement 8.62 8.90
Honesty in conducting its business affairs 8.79 9.10
Accountable for its actions 8.77 8.98
Well-managed utility 8.82 8.89
A company you can trust 8.75 8.89

In 2018, a slightly higher rate of residential customers reported that KUA tends to resolve issues on first contact (87.2% over 85.2% in 2017). In addition, a higher rate of residents also reported the hold times they experienced at KUA were in line with their expectations (77.8% over 72.8% in 2017). In addition, nearly all residential customers reported being satisfied with field personnel who visited their home for service (94.5%), which includes meter reading, connection or disconnection of service and outage restoration.

A strong majority of commercial customers positively rated KUA on several rapport and results-oriented service characteristics, with the top frequency of positive ratings being recorded for “being open and honest about company operations and policies” (92.0%), “maintaining modern and reliable infrastructure” (90.6%), and “communicating with customers” (90.5%).

“Every day brings a new opportunity to continue to work hard on behalf of our customers, to improve and deliver the best experience in whatever interaction they have with us,” said KUA president and general manager Jim Welsh. “We never lose sight of our most important job – improving the quality of life for our customers.”

About GreatBlue Research, Inc.
GreatBlue Research Inc. is a full-service, in-house market and public policy research company utilizing a variety of methodologies, including telephone, email, web-based surveys, focus groups, and one-on-one interviews.

Founded in 1901, KUA is Florida’s sixth largest community-owned utility powering 74,000 customers in Osceola County, Fla. For more information, visit https://kua.com.