|
Customer satisfaction is at the essence of everything we do, and because of that focus, we continue to get high marks from our customers. In the most recent J.D. Power and Associates business and residential customer satisfaction surveys, APS ranked second among investor-owned utilities in the West, in overall customer satisfaction.
|
 |
|
|
"APS responsiveness to its customers can't be beat."
--- Todd Schneider, Pulte Homes Manager of Land Development---
|
|
 |
The company also conducts its own surveys to gauge customer satisfaction. APS’ Customer Satisfaction Tracking Survey measures the satisfaction levels of residential, small-to-midsize and large business customers regardless of whether they have had any recent company contact.
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, in a business office, or on-line at aps.com. This ongoing customer satisfaction research is used to assess and continuously improve customers’ experiences with APS.
Customer service is an area of emphasis in our 2005-2010 APS Business Plan, which states:
-
We will strengthen our relationships with our customers by providing continued excellent service and responsive products and services. These efforts will allow us to evolve beyond customer satisfaction to true customer loyalty. Customer loyalty becomes critical especially in light of our high growth, when customers must act as references for activities such as franchise elections, rate cases, and substation and line sitings. Satisfied customers are pleased with the service we provide them; loyal customers are willing to make a personal investment in APS by supporting our efforts
-
The Challenge: Our customer base continues to grow at a rate three times the national average. This growth, coupled with ever greater customer expectations, increases the demand on each employee to create sustained value by providing safe, reliable, fairly priced energy; friendly and knowledgeable service; and community involvement. We will measure our progress through customer satisfaction tracking surveys. The rapid growth within our service territory provides both opportunities and challenges
An important part of a sustainable energy future is an educated public. APS provides a variety of information and support services to help our customers become better informed users of electricity. Much of this information is available to the public on our APS Web site, including the below links:
|
|
