Self-Service – Industry Survey Datasheet – 2018

The results of Chartwell’s Self-Service Industry Survey, completed in 2018, include 48 responses from utilities in the United States and Canada with a total customer base of more than 80 million. The survey’s questions span a wide range of topics, including channel functionality, self-service successes and challenges, and changes in operational costs or CSAT attributed to the expansion of self-service.