(KANSAS CITY, Ks.) — The Kansas City Board of Public Utilities (BPU) recently completed a customer satisfaction benchmark study. The purpose of this initiative, which included both telephone surveys and focus groups with industrial, commercial, and residential customers, is intended to better identify the needs of BPU customers, determine enhancements and improvements to customer service processes, improve stakeholder communications, and evaluate the awareness of various utility programs.

The results indicate that customers are generally satisfied with BPU’s electric and water service, in particular, the utility’s responsiveness to outages and interactions with field technicians. There is strong interest in community service activities, as well as the utility’s continued focus on environmental and conservation issues. The study will also help identify areas for improvement and continued education, including billing processes and procedures.

“This benchmarking initiative is part of BPU’s on-going effort to identify the wants and needs of our customers, and to determine how we can better our customer service capabilities,” stated David Mehlhaff, Public Affairs Officer for BPU. “As a publicly-owned municipal utility, our primary focus is on meeting the electric and water needs of our community, just as we have for the last 100 years.”