Survey says:  92 per cent of surveyed Utilities Kingston customers say they are satisfied with the electrical services they receive from us. We 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 show customers are especially satisfied 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 our 27,000 electricity customers in central Kingston and ask a few questions about our services.  We are one of many electricity service providers in Ontario to have conducted the customer satisfaction survey, as required by the Ontario Energy Board. 

We thank our 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 AM to 5 PM. We are always interested in feedback from our 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 from 8 AM to 5 PM, Monday to Friday.