Responding promptly to customer concerns, maintaining high system reliability, and having knowledgeable and courteous employees helped Kissimmee Utility Authority to continue earning high marks for overall customer satisfaction in 2021, according to the results of a third-party survey released by the utility.
The 38-question telephone survey, conducted by Glastonbury, Connecticut-based research firm GreatBlue Research, Inc., measured customer satisfaction by examining eight organizational characteristics.
Organizational Characteristics Rating
- Communicating with customers: 93.1 %
- Responding promptly to customer questions and complaints: 95.9 %
- Helping customers use energy conservation: 90.4 %
- Being open and honest about company operations and policies: 91.6 %
- Maintaining modern and reliable infrastructure: 94.8 %
- Providing good service and value for the cost of electricity: 92 %
- Community involvement: 91.1 %
- Overall satisfaction with KUA: 94.9 %
- Average Positive Rating: 93.0 %
Across the eight company characteristics, KUA scored an average positive rating of 93.0 % in 2021 among residential customers, a 1.6 percentage point increase over 91.4 % in 2020. This was driven by increases in six of the eight characteristics, with the largest increases recorded for “providing good service and value for the cost of electricity” (+4.8 percentage points).
When compared to GreatBlue’s national database of national public power customers, KUA’s ratings for all eight organizational characteristics were higher than ratings given by public power customers nationwide and in Florida. The largest difference between KUA and Florida public power customers was recorded for “helping customers with energy conservation,” which was 38.3 percentage points higher among surveyed KUA customers, and 36.2 percentage points higher than the national average.
Across the same eight company characteristics, KUA scored an average positive rating of 87.6 % in 2021 among commercial customers, a 3.6 percentage point increase over 84 % in 2020. This was driven by increases in all eight characteristics, with the largest increases recorded for “responding promptly to customer questions and complaints” (+8.1 percentage points).
Roughly three-quarters of residential respondents reported being either “very satisfied” or “somewhat satisfied” with KUA’s overall response to the COVID-19 pandemic.
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.