CHARTWELL AWARDS

Chartwell’s Best Practices Awards

2021 Submissions Now Open

 

Apply for an Award

 

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.

Three utilities for each category will be awarded during the conference with gold, silver and bronze recognition. Winners will receive the honor of presenting on their award-winning program during EMACS – The Customer Experience Conference.

 

2021 Best Practices Awards Categories:

This category recognizes initiatives focused on improving customer service and satisfaction related to billing and/or payment programs. Entries may include, but are not limited to, bill redesign, online bill pay, leveraging data and integration of new technologies.

Judges will evaluate the following criteria:

• Improved service through innovation or technology
• Quality of the effort
• Operational efficiency gains or savings
• Measured results in customer satisfaction

This category recognizes initiatives designed to improve a utility image or brand, educate customers on issues such as rate cases and safety, increase brand awareness and relay corporate strategy.

Judges will evaluate the following criteria:

• Innovation and originality
• Implementation and execution
• Appeal or attractiveness of campaign or program materials
• Effectiveness – measured results in some or all of the above-noted areas or engagement tracking

This category recognizes initiatives focused on improving customer service and satisfaction through interactions with customer service representatives via phone, social media, chat or other channels or self-service transactions through the IVR. Entries may include, but are not limited to, efforts related to training, systems and technologies.

Judges will evaluate the following criteria:

• Improved service through innovation or technology
• Quality of the effort
• Operational efficiency gains or savings
• Measured results in customer satisfaction

This category recognizes initiatives focused on improving customer service and satisfaction via self-service channels such as web, mobile and virtual assistants.

Judges will evaluate the following criteria:

• Improved service through innovation or technology
• Quality of the effort
• Operational efficiency gains or savings
• Measured results in customer satisfaction

This category recognizes initiatives designed to promote products and services.

Judges will evaluate the following criteria:

• Innovation and originality
• Implementation and execution
• Appeal or attractiveness of campaign or program material
• Effectiveness – measured results in some or all of the above-noted areas

This category recognizes outstanding creative achievement in short video marketing/communications efforts, such as TV spots or digital pre-roll. Chartwell judges will select the Top 3 entries, and the recipients of the People’s Choice Award will be chosen by EMACS attendees. Winners will receive their trophies at the conference.

Submitted videos should be no more than 1 minute long. Each utility can submit up to two videos. Videos must have been released between January 2020 and May 2021.

Apply for an Award



2020 Award Winners

COMMUNICATIONS AWARD
GOLD: PSEG Long Island
SILVER: PNM
BRONZE: Sacramento Municipal Utility District (SMUD)
BILLING & PAYMENT AWARD
GOLD: Duke Energy
SILVER: Enbridge
BRONZE: Kissimmee Utility Authority
CONTACT CENTER AWARD
GOLD: Con Edison
PROGRAM MARKETING AWARD
GOLD: BGE
SILVER: Southern Maryland Electric Cooperative (SMECO)
BRONZE: Evergy
SELF SERVICE AWARD
GOLD: PECO
SILVER: Florida Public Utilities
BRONZE: Con Edison

2019 Award Winners

PEOPLE’S CHOICE – VIDEO
GOLD: Hydro-Quebec
SILVER: Chelan County PUD
BRONZE: Hawaiian Electric
SELF SERVICE AWARD
GOLD: Southern California Edison
SILVER: Hydro Ottawa
BRONZE: Con Edison
PROGRAM MARKETING AWARD
GOLD: Pepco and Delmarva Power
SILVER: Hydro-Quebec
BRONZE: Florida Public Utilities
CONTACT CENTER AWARD
GOLD: ComEd
SILVER: Tampa Electric and Peoples Gas
BRONZE: Tuscon Electric Power
COMMUNICATIONS AWARD
GOLD: JEA
SILVER: Xcel Energy
BRONZE: FortisBC
BILLING & PAYMENT AWARD
GOLD: Tuscon Electric Power
SILVER: Hydro Ottawa
BRONZE: NiSource

2018 Award Winners

PEOPLE’S CHOICE – VIDEO
GOLD: PNM
SILVER: Georgia Power
BRONZE: Hydro One
SELF SERVICE AWARD
GOLD: ComEd
SILVER: Hydro One
BRONZE: LG&E and KU
PROGRAM MARKETING AWARD
GOLD: KCP&L
SILVER: PECO
BRONZE: SMUD
COMMUNICATIONS AWARD
GOLD: FortisBC
SILVER: Southern California Edison
BRONZE: Dominion Energy
BILLING & PAYMENT AWARD
GOLD: Southern California Edison
SILVER: PSEG
BRONZE: Hydro One

2017 Award Winners

PEOPLE’S CHOICE – VIDEO
GOLD: ComEd
SILVER: Entergy
BRONZE: PECO
PROGRAM MARKETING AWARD
GOLD: KCP&L
SILVER: PG&E
BRONZE: Hydro-Quebec
CUSTOMER SERVICE AWARD
GOLD: PG&E
SILVER: ComEd
BRONZE: Ameren Illinois
COMMUNICATIONS AWARD
GOLD: Westar Energy
SILVER: Entergy
BRONZE: Southern California Edison
BILLING & PAYMENT AWARD
GOLD: Consumer Energy
SILVER: SMUD
BRONZE: National Grid

2016 Award Winners

PEOPLE’S CHOICE – VIDEO
GOLD: Southern California Edison
SILVER: KCP&L
BRONZE: LG&E and KU
PROGRAM MARKETING AWARD
GOLD: Puget Sound Energy
SILVER: Consumers Energy
BRONZE: SMUD
CUSTOMER SERVICE AWARD
GOLD: PSE&G
SILVER: KCP&L
BRONZE: Southern California Edison
COMMUNICATIONS AWARD
GOLD: ComEd
SILVER: National Grid
BRONZE: LG&E and KU
BILLING & PAYMENT AWARD
GOLD: Southern California Edison
SILVER: SDG&E
BRONZE: National Grid

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