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Evaluating Utility Customer Experience Against Other Industries

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In an effort to better understand utility customer experience in comparison with other industries, Chartwell conducted a comprehensive survey of residential utility customers. The goal was to gauge customer habits across similar interactions in banking, retail, insurance and other industries. 

These findings revealed that while utilities generally fared well when compared to other industries, there are clear areas where utilities can focus their improvement efforts.

This report is available exclusively to members of Chartwell’s Customer Experience Research Council.

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    Based in Atlanta, Chartwell, Inc. is a specialized information provider for the utility industry. We provide strategic research and facilitate issue-targeted forums for collaboration among industry peers. Our wide range of services ensures our members have access to the best, most timely information available to make business decisions.

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