New Account Site Feedback
search

Connecting the Utility Industry to Solutions for Over 30 Years

Exclusively focused on electric, gas, and water utilities, Chartwell has provided actionable insights, collaborative problem-solving opportunities, and events to help utilities improve customer experience and operational efficiency for over 30 years!

 

Create an account

EMACS 2025

The 28th annual Chartwell’s EMACS: The Customer Experience Conference will be held October 7-9, 2025 in Dallas, Texas. Registration is open now!

 

Learn More

PowerUp 2025

Registration for the 18th annual PowerUp: Chartwell’s Outage Conference is now open! It will be held October 6-8, 2025 at the Hyatt Regency in Dallas, Texas.

Learn More

Chartwell Members Benefit From

icon

Independent Research

Chartwell’s customer service focused research provides your utility with innovative information to improve customer satisfaction and operational efficiency.

icon

Industry Community

Council members have access to a rich network of industry peers who meet monthly to problem-solve and share strategies with the clear intent to be more effective and operationally efficient.

icon

Industry Experience

Customers have access to Chartwell’s team, which has nearly 400 years of combined utility industry experience in: customer service, insights, business customer strategy, outage communications, marketing, operations, leadership, vulnerable customers, transportation electrification, and more.

learn more about membership options
icon

“We see our membership as more of a partnership. Chartwell understands our business extremely well. The research they provide is easy to digest and their whole team is easy to work with. They’ve been able to help us identify innovations within our industry that need to be implemented, and then help us figure out exactly how to do that.”

Chartwell Member
– Director of Customer Care Operations

Preview Research

  • Report
North American Utilities Use an Array of Methods to Understand, Connect With Business Customers

Business customers, regardless of size, have an immense set of…
  • Case Study
Small Business Customers Receive an Enhanced Level of Service From Idaho Power

Idaho Power has embraced a multi-layered and deliberate commitment to…
  • Report
Chartwell Executive Issue Paper No. 5 – Utility Emergency Management: Rising to the Challenge

In its 2024 study, “The Great Balancing Act: Transitioning to…
  • Webinar
Celebrating Ameren Missouri’s Award-Winning EV Programs

Join us to celebrate Ameren Missouri's Bronze Award for Excellence…

Upcoming Webinars

Maximizing IVR Optimization

(Complimentary Webinar) Discover what it takes to create high-performing IVRs.…
Auto-Enrolling Customers for Outage Alerts: Benefits, Risks, and TCPA Rules

Join us as we hear from three utilities about their…

Industry News

  • By admin
55% of Customers Show Strong Loyalty to Top-Rated Utilities
By Keith Pierce, Senior Research Manager 55% of customers who rate their utility company as excellent in Ease of Doing Business would choose to...
  • By admin
Employee Attrition Drops by 50%: Chartwell Survey Reveals Increased Stability in CSR Function
According to the 2024 Chartwell Customer Service Benchmark Survey, employee attrition has significantly decreased over the past year. Half of the respondents reported that...
  • By admin
Empowering Vulnerable Business Customers: Leveraging Community Partnerships for Economic Resilience
By John Bord, Senior Consultant While many utilities focus on vulnerable residential customers and understand their situation, there are also vulnerable business customers in...
  • By admin
Transformative Outcomes of Community Partnerships
By Pat Ricks, Senior Consultant In today’s rapidly evolving energy landscape, utilities must build trust and engagement with vulnerable customers to ensure equitable access...
See ALl blog posts

Chartwell Services

Our membership services can help your utility identify strategies to impact customer experience and operational efficiency: A research subscription to our Insight Center membership allows unlimited access to hundreds of research reports, case studies, benchmarks, webinars, and more. Our peer-to-peer Leadership Councils, focused on customer-facing areas such as billing, outage, CX, vulnerable customers, EVs, business customers, emergency management, and organizational resilience provide collaborative, utility-only peer networks. Our post-event transactional benchmarking study called Tranzact enables utilities to compare their customers’ outage experience perception with peer utilities. Chartwell Advisory Services and Executive Services provide leadership development with industry experts.

Learn more about our services