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Utilities Kingston aces second customer satisfaction survey

July 11, 2017 -

Survey says:  92 per cent of surveyed Utilities Kingston customers say they are satisfied with the electrical services they receive from this multi-utility company. The company received an ‘A' on a report card used to grade utility companies across the province, consistent with the first time this survey was conducted in 2014.

"We're people who care about building this community, and are proud to deliver safe and reliable services to our customers. I think that's reflected in the survey responses we received," says Sean Meleschuk, vice president of Utilities Kingston. He adds, "Our results demonstrate that our customers trust us and this is something we do not take for granted. We know that we must continue to improve."

The results showed the company shines – especially when it comes to delivering consistent and reliable electricity services and making safety a priority.

This winter, Utilities Kingston contracted UtilityPULSE, an opinion research firm, to phone 400 of its 27,000 customers in central Kingston and ask a few questions about its electrical services.  It is one of many electric utilities in Ontario to have conducted the customer satisfaction survey, as required by the Ontario Energy Board. 

Utilities Kingston thanks its customers for taking the time to participate in the survey. Any additional comments can be made by calling customer service at 613-546-0000, Monday to Friday, from 8 a.m. to 5 p.m. The utility is always interested in feedback from its customers.

Survey Results

The survey findings, below, show how Utilities Kingston has scored as compared to the Ontario benchmarks:

  • Credibility and trust rating – 88 per cent (Ontario benchmark 77 per cent)
  • Customer satisfaction –  92 per cent (Ontario benchmark 84 per cent)
  • Provides reliable electricity – 96 per cent (Ontario benchmark 89 per cent)
  • Quickly restores power – 93 per cent (Ontario benchmark 85 per cent)
  • Operates a cost-effective electricity system – 75 per cent (Ontario benchmark 56 per cent)
  • Provides good value – 72 per cent (Ontario benchmark 56 per cent)
  • Report card score – ‘A' (Ontario benchmark B)

The survey also identified areas the company can focus on to better serve its customers: 

  • Adapts well to changes in customer expectations – 80 per cent (Ontario benchmark 68 per cent)
  • Operates a cost-effective electricity system – 75 per cent (Ontario benchmark 56 per cent)

Questions about the survey?  Call 613-546-0000.

www.utilitieskingston.com

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