Tranzact

Need Improved Outage Performance?

YOUR GO-TO PLAYBOOK FOR UNPARALLELED POST-EVENT INSIGHTS

Gain New Insights with Tranzact


What is it?

Tranzact is a utility-led benchmarking study that combines the results of post-outage transactional surveys from multiple utilities enabling them to compare their customers’ outage experience with peer utilities.

This study was developed by Chartwell in coordination with 6 utilities totaling over 14 million customers.

What survey data do we compare?

Tranzact focuses on benchmarking these core aspects of a customer’s outage experience:

  • Communicating with a customer during the outage
  • Timeliness of restoration
  • Overall satisfaction after the outage
Who is it for?

Tranzact was developed for North American electric utilities looking to better understand and improve their customers’ outage journey by benchmarking their outage satisfaction surveys with other utilities.

Why participate?

Tranzact allows you to contextualize your customers’ outage experience by comparing your results with peer utilities from across North America.

Monthly reports allow you to track your utility’s performance over time, and quarterly calls give you the opportunity to learn from other utilities.

How does it work?

Tranzact benchmarks by utilizing a short online survey that can be emailed or texted to your customers after they experience an outage.

It can serve as a standalone survey, or if you are already fielding a post-outage survey, questions from Tranzact can be incorporated.

Curious about what’s on a Tranzact report?

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Compare Data

Gain access to a wide range of North American post-outage transactional survey data files from participating utilities.

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Benchmark Outage Experiences

Compare your customers’ outage experience vs. other utilities and see how  your performance in this crucial customer journey stacks up.

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Leverage Analysis Reports

Evaluate your performance and where to improve with monthly and quarterly in-depth analysis and a year-end report.

Tranzact Effectively Benchmarks:

  • Communications with utility
  • Channels used
  • Outage duration and frequency
  • Timeliness of restoration
  • Overall outage experience satisfaction

Chartwell Services

Chartwell has a wide array of membership and subscription service solutions that can help your utility identify strategies to impact customer experience and operational efficiency.

Chartwell’s Insight Center 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.

Tranzact is a utility-led benchmarking study that combines the results of post-outage transactional surveys from multiple utilities enabling them to compare their customers’ outage experience with peer utilities. Chartwell Advisory Services and Executive Services provide one-on-one coaching and leadership development with industry experts.

Learn more about our services