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Chartwell facilitates knowledge exchange within the utility industry by producing original and timely best practices case studies, analysis and unique networking events. Click below for details.

Membership		Events
•	Premier	•	EMACS Conference
•	Customer Care Series	•	Summits
•	Products, Services & Programs Series	•	Webinars
•	Best Practices Newsletter
•	Webinar Only

Latest News from Chartwell

02/08/10	Utilities must adopt a long-term view with their social media strategies, Chartwell reports North American utilities remain highly interested in using social media as a communications tool with customers about such issues as energy conservation and power outagerestoration. Utilities must manage their expectations, ... [view full story]
01/13/10	A tough economy and an emphasis on better service have pushed utility call center metrics to record levels, Chartwell reports ATLANTA - Jan. 13, 2010 - Utility customer service representatives are spending more time on the phone with customers, and that is leading to increases in other metrics, including hold ... [view full story]
12/09/09	Utilities missing a golden opportunity to improve customer satisfaction in their outage communications efforts, Chartwell finds ATLANTA - December 2009 - Electric utilities that keep customers well informed during planned service outages should expect to score higher marks for customer service and satisfaction, new Chartwell research ... [view full story]
12/02/09	Chartwell launches Smart Grid Customer Engagement Council with completion of North American consumer survey Most utility customers have never heard of a smart meter. Of those that have, barely half can identify the correct definition when it's presented to them and more than 10% ... [view full story]
View Archived Items

Reports

December 31, 2009
Energy Efficiency Kits and CFLs

December 30, 2009
Personal Energy Usage Letters

December 29, 2009
Home Performance with Energy Star Programs

December 23, 2009
Call Center Service Levels

Conferences

Utility Market Research
Atlanta, GA
Feb. 25-26, 2010

Smart Grid Customer Education
April 29-30, 2010
Chicago, IL

Web and Mobile Customer Interaction
April 29-30, 2010
Chicago, IL

EMACS - The Customer Experience Conference
Oct. 25-27, 2010
San Diego, CA

Webinars

February 10, 2010
Customer Satisfaction through Billing and Payment

February 17, 2010
Social Media: Two-Way Customer Contact

March 3, 2010
Community-Wide Energy Efficiency Efforts

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