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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.”

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

Hydro-Québec’s Service Restoration Emergency Plan

The move from paper to electronic bills represents considerable savings for utilities but getting customers to make the switch is challenging. In this webinar, Newfoundland Power will share its path to achieving one of the highest eBill adoption rates in the industry with over half of the utility’s customer base choosing to receive their bill electronically.

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On Our Blog

  • By admin
Submissions will soon be open for Chartwell’s 2021 Best Practices Awards
By Suzanne Haggerty, Senior Manager of Customer Engagement — In retrospect, the past year feels like a time warp, with the days alternately slowing...
  • By admin
Mobile field crew technology is the key to better restoration
Utility leaders have spent more than a decade trying to get field crews to better communicate while working to restore power. The truth is,...
  • By admin
‘More than just a bill’: making the most of a vital customer communications channel
By Noah Solomon, Senior Research Manager – The utility bill is a crucial means of communicating important information to consumers, not only about billing...
  • By admin
Chartwell’s 2020 Communication Benchmark Report now available
Rebecca Harris, Data Analyst –  2020 saw a new age of letter-writing for all correspondence.  Like many of you, I began writing letters with...
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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