Focusing on the needs of customers has resulted in steadily improving customer satisfaction scores as measured by the J.D. Power and Associates Electric Utility Residential Customer Satisfaction Study. In 2003, APS ranked second among electric utilities in the West, and earned the highest score among investor-owned utilities in the region. APS improved its scores in all five of the survey’s factors, which which measure customer attitudes about power quality and reliability, company image, price and value, billing and payment, and customer service.

Our utility Web site – aps.com – continues to reduce operating costs, while providing customers another convenient way to work with our company. Customers can connect and disconnect their service, receive and pay their electricity bills and get helpful information online. The site handles more than 70,000 payments each month, far surpassing company goals. Such performance helped the site earn its second consecutive Best Energy Web Site WebAward from the Web Marketing Association, a national organization of Internet marketing, advertising, public relations and design professionals.

A company-wide emphasis on safety in 2003 resulted in decreased preventable recordable injuries – the third such reduction in as many years. Employees at the West Phoenix and Yucca power plants contributed to this improvement by working 22 and 19 years, respectively, without a losttime accident.

Dedication to a safe and healthy workforce is one of the reasons Pinnacle West earned a spot on AARP’s list of "Best Employers for Workers Over 50." The advocacy organization recognized the company’s efforts to retain older employees by promoting continuing education and flexible schedules. Pinnacle West was one of two Arizona employers on the national list.

We take a very broad view of business performance, which includes not only earnings and stock price, but also the value of safety, environmental and social performance, customer service and integrity. In 2003, our performance in these areas earned Pinnacle West a "10" rating, on a scale of 1 to 10, from governance ratings agency GovernanceMetrics International, which ranked 1,000 U.S. electric utilities in the area of Corporate Governance.