Responding promptly to customer concerns, maintaining high system reliability, and having knowledgeable and courteous employees helped Florida public power utility Kissimmee Utility Authority to continue earning high marks for overall customer satisfaction in 2024, according to the results of a third-party survey released by the utility.
KUA’s annual Customer Satisfaction Survey, which examined eight organizational characteristics, was conducted in March by research firm GreatBlue Research, Inc., via phone and online.
In 2024, significantly more customers provided positive ratings for all organizational characteristics compared to 2023, and 91.5% of residential customers reported being satisfied with KUA overall (over 86.8 % in 2023).
The largest increases year-over-year were recorded for ”helping customers with energy conservation” (+13.5 percentage points) and ”being open and honest about company operations and policies” (+11.5 percentage points).
When compared to GreatBlue’s 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 utility said.
Most notably, overall satisfaction scored 27.3 percentage points higher than the Florida average and 23.5 percentage points higher than the national average.
Additionally, over 95 % of customers were satisfied with KUA’s customer portal and text outage notifications.
