Kissimmee Utility Authority recently achieved remarkable customer satisfaction scores for 2024, bolstered by their commitment to prompt response to customer concerns, maintaining high system reliability, and employing knowledgeable and courteous staff. The survey, conducted in March by GreatBlue Research, Inc. through both phone and online methods, underscores KUA’s ongoing dedication to serving its customers effectively.

The annual Customer Satisfaction Survey assessed eight key organizational characteristics, revealing significant improvements across all areas compared to the previous year.

The survey revealed that 91.5% of residential customers expressed overall satisfaction with KUA, a notable increase from 86.8% in 2023. This year’s survey highlighted substantial year-over-year gains in specific areas such as “helping customers with energy conservation,” which saw an increase of 13.5 percentage points, and “being open and honest about company operations and policies,” which improved by 11.5 percentage points. These improvements reflect KUA’s focused efforts to enhance their service quality and transparency.

KUA’s performance not only surpassed last year’s results but also stood out when benchmarked against national standards. When compared to GreatBlue’s database of national public power customers, KUA’s ratings exceeded those given by public power customers across the nation and within Florida. Remarkably, KUA’s overall satisfaction rating was 27.3 percentage points higher than the Florida average and 23.5 percentage points higher than the national average. This demonstrates KUA’s exceptional performance in the public utility sector.

Brian Horton, KUA’s President and General Manager, expressed gratitude for the trust and satisfaction shown by their customers. “I’m extremely thankful to our customers for the high marks they gave KUA in several different categories,” he said. “Having this important feedback from our customers is such an important part of cultivating excellent customer service.” This feedback is vital as it not only validates the utility’s customer-focused strategies but also provides direction for future improvements.

The survey also showed strong customer approval for KUA’s technological advancements, with over 95% of customers satisfied with the utility’s customer portal and text outage notifications. This high level of satisfaction with digital tools highlights KUA’s success in integrating technology to enhance customer service and engagement, further establishing its commitment to meeting the needs and expectations of its community.

Founded in 1901, KUA is Florida’s sixth largest community-owned utility, powering 93,000 customers in Osceola County, Florida. For more information, visit