|
At APS we know customers play a key role in determining our success. Because APS places customer focus and customer satisfaction at the core of all we do, we continue to earn high marks from our customers. In the 2007 J. D. Power and Associates Business Customer surveys, APS ranked ninth among 55 utilities surveyed nationwide. In the western region residential survey, we were rated the second highest investor-owned utility overall.
APS' focus on the customers also included the establishment in 2007 of a new executive position of Chief Customer Officer, which was filled by Tammy McLeod.
|
|
|
We go to some exceptional lengths to provide great customer service to our customers,
including service outside the "normal" course of business, such as the outdoor lighting story.
(read more this story)
|
For the last 10 years, customer satisfaction surveys among all APS customers help to focus the company on serving customers well. Results have driven innovation, progress and performance at every level.
Additionally, the company conducts surveys among its residential and business customers who recently made a transaction through the company’s call center, in a business office, or online at aps.com. This ongoing customer satisfaction research is used to assess and continuously improve customers’ experiences with APS. For example, systematic customer-centric enhancements to our Web site have culminated in recognition by E-Source as one of the top websites in North America. In 2007 aps.com was ranked 6th among 111 utilities.
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:
|
|
