Evaluating Utility Customer Experience Against Other Industries

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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  • WHAT IS CHARTWELL?
    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.

    Chartwell’s Online Insight Center helps utilities improve customer satisfaction, enhance operational efficiencies, save employees time, and validate business decisions. With Access to the Insight Center, you’ll enjoy all Chartwell webinars, case studies, reports, data sheets, surveys and more in an easy-to-access online library. In addition, you’ll gain access to the “ask the analyst” feature which allows you to connect with one of our subject matter experts about your specific business questions and concerns.

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