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At Pinnacle West and APS, our customers are at the forefront of everything we do. The company is continually looking for ways to improve systems and operations in ways that impact reliability and enhance overall customer satisfaction.
In 2005, APS was recognized with a prestigious Stevie Award in the category of Best Customer Service Team at the American Business Awards held in New York City. This award was given in recognition of APS' customer service efforts following a fire at one of our major substations which caused a major disruption to our electric distribution system.
Customer Satisfaction
Customer satisfaction is at the essence of everything we do, and thankfully we continue to get high marks from our customers. In the most recent J.D. Power and Associates residential and business customer satisfaction surveys, APS ranked first among investor-owned utilities in the West, in overall customer satisfaction.
The company also conducts its own surveys to determine customer satisfaction. APS’ Customer Satisfaction Tracking Survey gauges the satisfaction levels of residential and small-to-midsize business customers. The customers are randomly selected regardless of whether they have had any recent company contact. In 2005, 41 percent of Pinnacle West customers said they were "very satisfied" while 88 percent said they were "very satisfied" or "satisfied" with their service.
Additionally, the company conducts Customer Contact Tracking surveys among its residential and business customers who recently made a transaction through the company’s call center or in a business office. This ongoing customer satisfaction research is used to assess and improve all aspects of customers’ experiences with APS.
Demand-Side Management Programs (DSM) and Energy Conservation
APS offers a wide variety of programs and information services for its customers to help promote efficient energy use and peak-demand management. In the five-year period of 2000 to 2004, the company estimates that its programs have saved approximately 167,000 MWh of energy use and 138 MW of peak energy demand. Current energy efficiency efforts include the award-winning APS Performance-Built Homes program, which supports homebuilders who offer guaranteed heating and cooling costs to their buyers. This program was awarded the Association of Energy Service Professionals (AESP) Achievement in Energy Services Award for 2004. Additionally, APS provides energy-efficiency programs specifically targeted to help low-income customers (Energy HVAC Program) as well as commercial and industrial customers (Business Analyzer, Building Operator Training).
The company also promotes peak demand management for both residential and commercial customers. APS has one of the most successful residential time-of-use (TOU) rate programs in the country, with participation from more than 40 percent of all residential customers. In addition, APS conducts a voluntary summer peak-reduction program together with large commercial customers who commit to saving energy on the hottest days of the summer.
In APS’ most recent rate case settlement, the company committed to a significant expansion of Demand-Side Management programs for all customer segments, agreeing to allocate at least $48 million over the three-year period of 2005 to 2007 for approved energy efficiency and conservation programs. APS has worked diligently in developing new programs in conjunction with stakeholders, and in July 2005 APS filed its 2005-2007 DSM Portfolio Program Plan for review by the Arizona Corporation Commission.
This plan includes 10 new DSM programs including programs for residential and non-residential customers and increased funding for energy efficiency upgrades to help low-income customers. This will include at least $3 million for low-income assistance and weatherization. This funding will support an expansion of existing DSM efforts, including several new programs for new and existing commercial/industrial facilities and residential consumer products (compact fluorescent lighting and energy efficient appliances). Anticipated lifetime energy savings from this program are 3.4 million MWh.
Here are some components of APS’ Demand-Side Management programs:
Energy-Efficient Lighting Program
 In October 2005, APS kicked off a new DSM program that encourages residential customers to select Energy Star® approved energy-efficient compact fluorescent lamps (CFLs). The program works with lighting manufacturers and local retailers to offer discounts on CFL’s for APS customers. Energy-efficient CFLs use an average of 75 percent less energy than standard incandescent bulbs, last up to 10 times longer and save more than $25 in energy costs over the life of the bulb. The campaign was a resounding success.
The U.S. Environmental Protection Agency (EPA) and the Department of Energy (DOE) recently named APS an Energy Star Partner of the Year for outstanding contributions in reducing greenhouse gas emissions by promoting energy-efficient compact fluorescent light (CFL) bulbs to customers.
Since late 2005, almost two million CFLs have been sold at reduced pricing throughout Arizona. Those sales mean estimated energy savings of more than 500 million kilowatt-hours -- enough energy to power more than 40,000 homes for one year and save consumers about $50 million in energy costs over the life of the bulbs.
Online Energy Audit
APS provides online energy analysis software on its consumer Web site, aps.com. The feature allows current and prospective customers to analyze home and business energy use and identify energy efficient measures.
Bill Analysis
A recent innovation to aid customers in analyzing their energy use is the “bill download” feature on aps.com. Registered aps.com users can download their bill history online and compare current usage to past usage.
Energy Cost Brochures
APS provides energy information to homebuilders and customers. Most new-home subdivisions are provided with a brochure that shows the APS estimate of the energy cost for each model. In addition, APS salespeople are provided with charts showing the impact on energy use of various building components. These have been effective in convincing builders to switch to more energy-efficient components.
In addition, APS provides a variety of free online resources to our customers and other stakeholders on:
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