Home Energy conservation Kissimmee Utility Authority achieves high scores for customer satisfaction

Kissimmee Utility Authority achieves high scores for customer satisfaction

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Responding quickly to customer concerns, maintaining high system reliability and having knowledgeable and courteous employees have helped Kissimmee Utility Authority continue to achieve high marks for overall customer satisfaction in 2021, according to third-party survey results published by the public service.

The 38-question telephone survey, conducted by Glastonbury, Connecticut-based research firm GreatBlue Research, Inc., measured customer satisfaction by examining eight organizational characteristics.

Assessment of organizational characteristics

      • Communicate with customers: 93.1%
      • Respond quickly to customer questions and complaints: 95.9%
      • Help customers use energy savings: 90.4%
      • Be open and honest about company operations and policies: 91.6%
      • Maintenance of modern and reliable infrastructure: 94.8%
      • Provide 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%

Out of the company’s eight characteristics, KUA achieved an average positive rating of 93.0% in 2021 among residential customers, an increase of 1.6 percentage points from 91.4% in 2020. That’s true. explained by increases in six of the eight characteristics, the largest increases being recorded for “providing good service and value for the cost of electricity” (+4.8 percentage points).

Compared to GreatBlue’s national database of national utility customers, KUA’s ratings for all eight organizational characteristics were higher than ratings given by utility customers nationwide and in Florida. The biggest difference between KUA customers and Florida utility customers was recorded for “helping customers save energy,” which was 38.3 percentage points higher among KUA customers surveyed and 36.2 percentage points above the national average.

Out of the same eight company characteristics, KUA achieved an average positive rating of 87.6% in 2021 among business customers, an increase of 3.6 percentage points from 84% in 2020. This can be explained. through increases in all eight characteristics, with the largest increases being recorded in “responding quickly to customer questions and complaints” (+8.1 percentage points).

About three-quarters of residential respondents said they were “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 firm using a variety of methodologies including telephone, email, online surveys, focus groups, and one-on-one interviews.

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