Survey Shows KUA Scores High in Customer Satisfaction

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KISSIMMEE, Fla., March 27, 11:30 a.m. – A recent customer satisfaction survey shows that Kissimmee residents are mostly satisfied with their electric utility, Kissimmee Utility Authority (KUA).

Survey results released today indicate that on a scale of 1-10 (with 10 being the highest), KUA’s overall customer satisfaction rating is 7.10 — a favorable number considering that overall customer satisfaction among utilities nationwide has declined by two points since 2005 because of rising fuel costs and higher energy bills.

The 60-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.

Customers expressed a great deal of trust and confidence in KUA as an organization, seeing it as a well-run, service-oriented utility that values their business. And even though many believe their electricity prices are higher than in the past, they feel good about the value and service that the utility provides.

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

“The survey results confirm KUA’s strong relationship with its customers and the confidence that they have in our utility as an organization,” said KUA president and general manager Jim Welsh. “I am very pleased with the feedback we have received, and I am especially pleased with our strong ratings in customer service.”

The survey also revealed several areas where improvement is needed. Action items will be developed by utility staff to address these areas.

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

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Chris M. Gent
(407) 933-7777 x 1116