Strengthening customer loyalty in the digital age

Chartwell analysis shows utilities can improve both satisfaction and ease of doing business by making customers aware of and engaging them in certain programs and services. Increasing customer satisfaction and ease of doing business are avenues available to improve loyalty among customers, which is becoming increasingly important as the utility industry faces dynamic regulatory environments. 

Specifically, utilities can improve satisfaction and ease of doing business by increasing awareness of specific services like outage alerts, eBill and ways to save money; making payment methods like credit card and cash easier to use; promoting time-of-use rates; and creating satisfying mobile apps. This report includes a discussion of Chartwell’s findings, based on information collected from its 2020 Residential Consumer Survey, as well as examples of how utilities have increased customer awareness and engagement.

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