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 the past year, we shared four infographics based on insights from the 2020 Residential Consumer survey about consumer preferences. Please note, you must be a Chartwell member to access the links below.

How to Improve Customer Satisfaction in Outage Communications

This infographic looked at how outage communications affect satisfaction. Customer happiness with outage communications is primarily driven by how often the lights go out. But utility communications frequency and channels can strongly influence those feelings.

Customer Payment Preferences

Almost two out of three consumers use direct bank draft, eCheck or autopay to pay their power bill. However, there is also strong interest in using credit cards if this service was offered without a fee. This infographic outlines consumers’ current use of payment methods and their interest in emerging methods such as credit cards, PayPal and mobile wallet options.

Consumers who use self-service think their utility is easy to work with

Consumers who use self-service channels are more likely to think their utility is easy to do business with. This infographic includes how consumers prefer to use self-service, which self-service options make the most impact on ease of doing business, and age groups more likely to try different self-service channels.

Communicating Ways to Save Money can Increase Customer Satisfaction

Consumers who are aware their utility offers ways to save money are more satisfied than consumers who are not aware. However, less than half of consumers know their utility offers ways to save money. This infographic outlines how utilities can communicate with their customers to share opportunities for saving money and energy.

Visit Chartwell’s Insight Center today to download copies of all four infographics and explore other research on consumer preferences and industry trends.

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