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SURVEY SAYS KEYS ENERGY SERVICES EXCELS AT CUSTOMER SERVICE

03/25/2004 ~ Results from a recent Customer Satisfaction/Services Survey show that Keys Energy Services (KEYS) is strong in customer service attributes.

Improvement in overall service jumped dramatically from KEYS’ 1999 survey, the last time such a survey was conducted, to the present. In 1999 approximately 45 percent of business and residential customers rated KEYS customer service at a B or higher (on an A-F scale, similar to school grades). In 2004, approximately 70 percent of business and residential customers rated KEYS customer service at a B or higher.

“This is really good to hear,” Utility Board member Lou Hernandez said. Hernandez and other Board members congratulated and thanked employees crediting them with the high customer service scores.

Utility Board chairman Robert Padron agreed that the results were outstanding, but encouraged staff to remain focused on customer service. “We can’t rest on our laurels,” he added.

The survey also demonstrated that KEYS brand identification, the ability of customers to recall the name of their electric utility, is at 78 percent for residential customers and 89 percent for business customers. “Some utilities have existed for over 50 years and don’t have the same amount of name recognition that KEYS has, especially after having changed your name within the last few years,” said R.W. Beck representative Rebecca Shiflea.

During the October 8, 2003, Utility Board meeting, R.W. Beck was hired to conduct a Customer Satisfaction/Services Survey. R.W. Beck surveyed 300 commercial customers and 400 residential customers between February 2 and February 23, 2004 via a 12-minute telephone survey.

The results of the survey provide KEYS staff with valuable information for understanding its current position in the marketplace and determining interest in new products and services.

The board also renewed KEYS’ 2004/2005 Property, Boiler & Machinery Insurance Coverage through Key West Insurance, Inc. The total premium for $100 million of coverage is $1,268,799.00, which is an increase of 7.7 percent ($90,910), over last year. Florida Municipal Power Agency (FMPA) is KEYS energy supplier, and will reimburse KEYS $291,375 for maintaining their generation equipment at the Ralph Garcia Generating Facility. Thus, KEYS’ net premium will be $977,424.

In other business, the Board:

- Approved the title change of the General Manager to General Manager & Chief Executive Officer.

- Approved the hiring of one temporary employee to assist the Finance Department throughout the computer conversion implementation; an estimated eight months of employment.

- Approved General Engineering Consultant Services Contracts to Black & Veatch; Washington Group, Inc.; Power Engineers, Inc.; and Burn & Roe Enterprises, Inc.

- Awarded the disassembling and reassembling of a transformer to CE Power Solutions, LLC, in the amount of $29,500, their bid being the best bid complying with specifications.

- Awarded the purchase of the Watt-hour Meter Test Set to Megger, in the amount of $28,147, their bid being the lowest bid complying with specifications.

The regular meeting of the Utility Board took place at 5:00 p.m., March 24th, in the Louis Carbonell Board Room of the William Arnold Service Building, 1001 James Street, Key West.

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