Join Utilities Kingston in creating a better customer experience

Throughout August and into September, Utilities Kingston will connect directly with customers to better understand what matters most to the people who rely on its services every day. The insights gathered will help shape a strategy that enhances how customers experience their utility at every stage of interaction. 

This initiative is part of a broader effort to stay in step with customers and plan for the future. It supports Utilities Kingston’s mission to deliver safe, reliable services and a personal customer experience. 

“Reliable service is about more than keeping the lights on or the water flowing. It is about how every interaction feels for the people who count on us,” says David Fell, president and CEO of Utilities Kingston. “By listening to our customers, we can better understand what matters and shape a strategy that reflects their expectations and daily lives.” 

To help gather these insights, Utilities Kingston has partnered with Overlap Associates to offer engagement opportunities including street team conversations, an online survey, one-on-one interviews, and small-group engagement labs. 

“This initiative is about listening with purpose,” adds Fell. “By learning directly from our customers, we can create an experience that reflects their priorities and ensures every interaction feels supportive and connected.” 

This work builds on Utilities Kingston’s commitment to making everyday interactions easier and more responsive. Whether customers are calling about their bill, experiencing an outage, or looking for conservation programs, the utility is working to better understand and meet their needs. 

Register for a session, complete the online survey, or learn more about the project at UtilitiesKingston.com.