Engaging Utility Customers in the Digital Age

Thinking of strategies for engaging utility customers in the digital age?

Utilities are operating in a new paradigm. The new standards of customer experience set by Amazon, Apple, Google and other tech giants are only part of the story. Utilities are now facing disruptive threats from competitors.

This report uses data from Chartwell’s 2018 Residential Consumer Survey and several Chartwell audits to identify opportunities for utilities to better compete in a changing market by pinpointing important factors affecting customer loyalty and satisfaction, including awareness of self-service options, awareness of utility programs, use of mobile apps, use of credit cards and enrollment in pricing programs.


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TRANZACT: POST-OUTAGE CUSTOMER SATISFACTION BENCHMARK SURVEY

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