The results of the Kissimmee Utility Authority’s recent customer satisfaction survey by GreatBlue Research illustrate how to use customer feedback for continuous improvement and demonstrate why it is so important to consistently ask for feedback. Deciding what to ask your customers can be challenging, but once you identify your target areas, you can focus in on your improvement efforts. KUA had a three percentage point increase in customer satisfaction from 2019 to 2020 from doing exactly that – a job well done!
Phone Survey by GreatBlue Provides Independent Customer Data
The information below was published by Kissimmee Utility Authority on June 17, 2020.
Maintaining high system reliability, being open and honest about company operations and policies and responding promptly to customer needs helped Kissimmee Utility Authority boost overall customer satisfaction in 2020, according to the results of a third-party survey conducted by GreatBlue Research.
The 62-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 | 91.6% |
| Responding promptly to customer questions and complaints | 92.4% |
| Helping customers use less electricity | 87.6% |
| Being open and honest about company operations and policies | 93.6% |
| Maintaining modern and reliable infrastructure | 93.9% |
| Providing good service and value for the cost of electricity | 87.3% |
| Community involvement | 89.6% |
| Overall satisfaction with KUA | 95.8% |
| Average Positive Rating | 91.5% |
Across the eight company characteristics, KUA scored an average positive rating of 91.5 percent in 2020 among residential customers, a three percentage point increase over 88.5 percent in 2019. This was driven by increases in six of the eight characteristics, with the largest increases recorded for “helping customers use less electricity” (+7.5 percentage points) and “being open and honest about company operations and policies” (+5.5 percentage points).
When compared to GreatBlue’s national database of electric utility customers, KUA’s ratings for all eight organizational characteristics were markedly higher than ratings given by utility customers nationwide and in Florida. The difference between KUA and Florida utility customers in overall satisfaction was 29.3 percentage points higher among surveyed KUA customers, and 22.3 percentage points higher than utility customers outside the state.
The frequency of residential customers who reported that KUA tends to resolve issues on the first contact increased 8.4 percentage points in 2020, compared to 80.7 percent in 2019. The survey showed that 98.4 percent of customers who reported their issue resolved on first contact also reported to be “satisfied” overall with KUA.
When compared to 2019 findings, the frequency of residential respondents who indicated KUA is “close to the ideal” utility increased to 86.4% (+5.3 percentage points over 81.1% in 2019).
About GreatBlue Research, Inc.
The market research partner of Hometown Connections, Inc. and the leading customer opinion firm serving community-owned utilities, 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 80,000 customers in Osceola County, Fla. For more information, visit https://kua.com.
