Over the next ten days, we will call some of our electricity customers to conduct a satisfaction survey. The phone calls, from Innovative Research Group, will start this week and Utilities Kingston wants people to know these phone calls and questions are legitimate and authorized.

Utilities Kingston has contracted Innovative Research Group, a public opinion research firm, to call some of our customers in central Kingston to ask a few questions about its electrical services. When they call, Innovative Research Group will ask to speak to the person who looks after your household’s electrical bill and then proceed with the survey, which takes less than ten minutes. You will not be asked for account, financial or other personal information.

Additional information:

• The survey is voluntary. You are not obligated to participate.
• The survey is designed to help Utilities Kingston understand customer satisfaction as it relates to services provided by the utility. The survey should take approximately eight minutes.
• Customers will be contacted at random.
• The telephone number they will be calling from is 613-505-4111.
• If customers are unavailable when contacted, they will have the opportunity to schedule a call-back time at their convenience.
• This is a legitimate research study.

Utilities Kingston is one of many electric utilities in Ontario now conducting customer satisfaction surveys, as required by the Ontario Energy Board. If you receive a call from Innovative Research Group asking you to participate in a survey for Utilities Kingston, please consider participating. 

Frequently asked questions:

Question 1: How can I participate in this telephone survey?

Answer 1: Survey participants will be randomly selected from a list of all residential and small business (GS < 50 kW) customers.

Question 2: What happens to the information gathered as part of this survey?

Answer 2: All information gathered through this survey will be stored on Innovative Research Group’s firewall secured internal server. Please be assured this is a legitimate research study. To ensure customer privacy, all answers will be grouped together with those of others who completed the same survey and the information provided will be used for statistical purposes only.