Customer Experience – Industry Benchmarks – 2018

Chartwell’s Customer Experience Survey, which was conducted during the third and fourth quarters of 2017, includes 54 responses from utilities across the United States and Canada. Among the report’s key findings:

• General customer satisfaction surveys and first contact resolution are the top methods for evaluating customer experience.
• J.D. Power is still the top tool utilities use to measure CSAT, but companies are increasingly supplementing those scores with their own data.
• Chat and text have begun to appear in some omnichannel channel arrays.