Arizona Public Service Company is the largest electric utility in Arizona, United States and the principal subsidiary of publicly traded S&P 500 member Pinnacle West Capital Corporation, which in turn had been formerly named AZP Group, when Arizona Public Service reorganized as that holding company in 1985.
With 4,000 MW of generating capacity, APS serves more than one million customers in 11 counties throughout most of the state, but mainly concentrated in northern and central Arizona. APS is one of the two major suppliers of electricity to the Phoenix metropolitan area.
APS is regulated by the Arizona Corporation Commission, the state agency that, by mandate of Article 15, Section 2 of the state's constitution, regulates energy utilities in Arizona, with the notable exception of SRP, the rural electrical districts, and the City of Mesa electric utility serving Downtown Mesa and the immediate vicinity.
The holding company, Pinnacle West Capital, through its APS utility sells wholesale and retail power to the wider western United States and also provides energy-related services. Through another major subsidiary, Pinnacle West also developed and manages real estate in Arizona. Pinnacle West left the real estate business in 2010.
|Key people||Donald E. Brandt, Chairman & CEO|
|Traded as||NYSE: PNW S&P 500 Component|
|Revenue||$3.524 billion US$ (2007)|
|Operating income||$619 million US$ (2007)|
|Net income||$307 million US$ (2007)|
NPS is a customer loyalty metric that measures customers’ willingness to not only return for another purchase or service but also make a recommendation to their family, friends or colleagues.
It is a powerful and effective technique, which can greatly increase a company's revenue if used properly.
The main advantages of NPS are close correlation with a company's growth and easy collection, interpretation and communication of the data.
Net Promoter Score is a number from -100 from 100.
Scores higher than 0 are typically considered to be good and scores above 50 are considered to be excellent.
The industry average for Utilities: Gas and Electric is 0.
The final Net Promoter Score of a company strongly depends on a context in which the satisfaction is measured.
Consider an example: If Pinnacle West Capital sends out NPS surveys immediately after purchase, they are tracking their customers' initial excitement and the checkout experience.
On the other hand, if they survey their customers a few weeks after the purchase they are also tracking how satisfied their customers are with their products and services over time.
Therefore, comparing the NPS score of Pinnacle West Capital with your own without any further context is not that useful.
What is extremely useful though, is using the NPS methodology to track the satisfaction of your customers over time. That's where Customer.guru comes in.
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We have estimated the Net Promoter Score of Pinnacle West Capital based on the publicly available information
including the sentiment of the company-related tweets, 3rd party reviews, and Alexa ratings.