By Gary Pitts
Lexington, KY – An independent review ordered by the Kentucky Public Service Commission has found numerous problems with Kentucky Utilities customer service operations. The Liberty Consulting Group report shows the company regularly fails to meet its own internal performance standards. It says customer satisfaction has steadily declined over the past three years, call wait times are unacceptably long, and many aspects of operation have been inconsistent. The review shows a high turnover rate has exacerbated problems, and suggests the company should implement more effective hiring and training processes. PSC Chairman David Armstrong says he expects KU to treat this report seriously. He says he looks forward to working with the company to correct the problems. K-U provides electric services to 77 Kentucky Counties, many of which are in the western part of the state.