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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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Our 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.”

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– Director of Customer Care Operations

Preview Research

  • Report
2020 Payment Industry Benchmarks

Respondents to Chartwell’s 2020 Payment Industry Survey ranked expanding ePay…
  • Report
Utilities continue to find success in eliminating or reducing credit card fees

The utility industry continues to pursue the elimination and/or reduction…
  • Case Study
Energy Programs and Services – TVA Virtual Home Energy Audits

The TVA launched a virtual home energy audit application on…
  • Report
2020 Billing Benchmarks

Utilities rate moving customers to eBill and robotics process automation…

PowerUp: Chartwell's Outage Conference

Join us June 7-9 in New Orleans!
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Upcoming Webinars

SMECO Pivots Efficiency Kit Program During COVID-19 Crisis

Date: Wednesday, December 9 Time: 2 – 3 PM ET Register Now When Maryland shut down in response to the COVID-19 pandemic, SMECO was presented with a unique opportunity to engage with its members in a new, meaningful way. After identifying key audience insights, SMECO worked closely with ICF to develop the Kits for Kids […]

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On Our Blog

  • By admin
Chartwell’s 2021 awards in outage communications, restoration are open for submissions
By Suzanne Haggerty, Senior Manager of Customer Engagement – It seems like the only thing we can reliably expect in 2020 is the unexpected....
  • By admin
AI-Powered Hyper-Personalization, AMI Analytics and Unlocking New Utility Business Models: Transformation Is Possible Today
By Bidgley In the field of computer science, the concept of ‘garbage in, garbage out’ is so prevalent it has an acronym: GIGO. Although...
  • By admin
Meeting Utility Customers’ Payment Expectations
By Rob Houser, Senior Vice President, Product Management and Strategy, Biller Solutions, Fiserv – COVID-19 continues to hit the economy hard, leaving many people...
  • By admin
Chartwell’s 2020 Payment Industry Benchmarks Available in the Insight Center
By Rebecca Harris, Data Analyst –   Respondents to Chartwell’s 2020 Payment Industry Survey ranked expanding electronic payment options as the most influential opportunity in the utility industry in the next two to five years. Trends in payment...
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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