Case Study: Arizona Public Service achieves 5% higher customer satisfaction and 14% better contact resolution with Uplight's Energy Assessment

Arizona Public Service - Customer Case Study

Arizona Public Service (APS) faced a predictable summer challenge: rising temperatures drove up air‑conditioning use, producing higher bills and a surge in unhappy call‑center customers. To address this, APS turned to Uplight and promoted Uplight’s Energy Assessment as part of its outreach to high‑bill callers.

Uplight’s solution — an auto‑generated letter about the Energy Assessment integrated into call‑center scripts and training — was sent to 7,158 customers from June through August (seven times the original projection). The campaign lifted overall APS customer‑service satisfaction by 5% and satisfaction with contact resolution by 14%, while average call handle time remained flat, demonstrating measurable improvement without operational downside.

Arizona Public Service