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Connecting the Utility Industry to Solutions

Exclusively focused on electric, gas, and water utilities, Chartwell provides actionable insights, collaborative problem-solving opportunities and events to help utilities improve customer experience and operational efficiency.

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Chartwell's Best Practices Awards: 2021 Submissions Now Open!

The original awards of their kind for utilities, Chartwell’s Best Practices Awards recognize excellence among electric and gas utilities with respect to projects, programs and service initiatives.

Each year, Chartwell honors utilities for their initiatives aimed at improving the customer experience, communications and awareness.

The 2021 Chartwell Best Practices Awards will be presented at EMACS – The Customer Experience Conference, Oct. 25-28 at the Sheraton in Wild Horse Pass in Phoenix.

LEARN MORE & ENTER HERE!

Chartwell Members Benefit From

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Independent Research

Chartwell’s customer service focused research provides your utility with innovative information to improve customer satisfaction and operational efficiency.

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Industry Community

Council members have access to a rich network of industry peers who meet monthly to problem-solve and share strategies with the clear intent to be more effective and operationally efficient.

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Events & Webinars

Membership includes enterprise-wide access to over 30 webinars each year and discounted registration for EMACS, The Customer Experience Conference and Chartwell’s Outage Conference.

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“We see our membership as more like a partnership. Chartwell understands our business extremely well. The research they provide is easy to digest and their whole team is easy to work with. They’ve been able to help us identify innovations within our industry that need to be implemented, and then help us figure out exactly how to do that.”

Chartwell Member
– Director of Customer Care Operations

Preview Research

  • Report
2020 Communications Industry Benchmarks

According to Chartwell research, personalization and the expansion of digital…
  • Case Study
SRP Helps Customers Avoid Disconnections with Safety Net Program

The SRP Safety Net program allows any customer to designate…
  • Report
2020 Digital Experience Benchmarks: Channel Profiles

This report presents findings from Chartwell’s 2020 Digital Experience Industry…
  • Case Study
PNM’s Zero Emissions by 2040 campaign boosts awareness, support of objectives

In 2019, PNM made a commitment to become a zero-emissions…

PowerUp: Chartwell's VIRTUAL Outage Conference

Join us June 8 & 9 from the comfort of your home office!
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Upcoming Webinars

Shaping the Customer Experience by Managing Journeys

In response to a changing landscape in the energy industry, many utilities are exploring how best to manage evolving customer expectations. In the last several years, PG&E has defined the key journeys where customers want to interact and complete transactions with PG&E. Unlike individual touchpoints, customer journeys have provided holistic perspectives of the customer experience and have helped inform PG&E’s strategic focus areas, spanning across multiple functions within the organization.

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New on the Blog

  • By admin
Boost Satisfaction Among Customers Who Prefer Paper Bills by Optimizing Bill Design
Millennials and Gen Z may think paper bills are archaic, but some customers still prefer them. In fact, 29% of customers are sticking with...
  • By admin
Key to driving self-service adoption is to first improve awareness
Your customer migration strategy should prioritize moving customers from high-cost interactions like calls, to lower cost, self-serve interactions via your website, IVR or mobile...
  • By admin
Entergy, Alabama Power take home top honors in Chartwell’s 2021 outage awards
By Suzanne Haggerty, Senior Management of Customer Engagement – Chartwell is excited to announce the winners of our 2021 Best Practices Awards in Outage...
  • By admin
Residential consumer data explored in Chartwell infographics
Rebecca Harris, Data Analyst – Each summer, Chartwell surveys consumers across the United States and Canada about many topics concerning their power company. In...
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Chartwell Membership

Chartwell’s solutions can help your utility identify strategies to impact customer experience and operational efficiency. Chartwell’s Premier Membership provides timely and actionable benchmarks and insights, proven go-to-market strategies from leading utilities, and the support of our team of analysts. Our Leadership Councils provide a deep network of industry leaders who collaborate regularly on critical issues, sharing perspectives, advice, and solutions.

Learn more about Membership