Improving Customer Satisfaction and Loyalty through Effective Outage Communications

Service outages provide a unique opportunity for utilities to provide a satisfying – or dissatisfying – experience for their customers. To provide customers with the information they want during an outage, to deliver it when they want it through the channel that the customer prefers, it is vital for utilities to carefully consider not only customer preferences, but the impact that many factors regarding outages and outage communications have on the customer experience.  This report provides insights from Chartwell’s 2022 Residential Consumer Survey regarding customers’ channel and information preferences, as well as ETR accuracy and timeliness expectations. The report also explores the impact on customer satisfaction and loyalty of many factors including customer awareness of, and use of, various outage communications channels, the frequency of outages, marketing related to outage communications channels, and the overall quality of outage communications.


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