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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!

 

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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!

 

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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.

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Chartwell Members Benefit From

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Independent Research

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

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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.

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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.

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“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

  • Webinar
Inside Award-Winning Utility EV Programs: A Roundtable with Industry Leaders

Join Karl Popham and Russ Henderson (Chartwell Inc.) for an…
  • Webinar
EMACS Preview: Announcing Chartwell’s 2025 Best Practice Award Winners

(Complimentary Webinar) Join Chartwell as we announce the winners of…
  • Report
Consumer Trends 2024: Identifying Residential Customers’ Expectations for the Future Roles of Utilities

Chartwell’s 2024 Residential Consumer and Future Views of the Customer…
  • Case Study
Avista Responds to Historic Gas Outage with Dedication, Collaboration, and Resilience

On November 8, 2023, Avista faced one of the largest…

Upcoming Webinars

From Legacy to Leading-Edge: ConEd’s CORE CIS Implementation

Join this Webinar to learn how Con Edison replaced three…
ComEd Prepares for High Profile Special Events

(Complimentary Webinar) In 2024, ComEd successfully prepared for the Nascar…
Explore Insights From the 2025 IVR Benchmark Report

(Complimentary Webinar) Join us for an inside look at the…
EMACS Preview: Announcing Chartwell’s 2025 Best Practice Award Winners

(Complimentary Webinar) Join Chartwell as we announce the winners of…
Inside Award-Winning Utility EV Programs: A Roundtable with Industry Leaders

Join Karl Popham and Russ Henderson (Chartwell Inc.) for an…

Industry News

  • By admin
Chartwell Wraps Three-Part Series on Residential Customer Preferences with Look at the Future
Chartwell recently completed work on our Residential Consumer and Future Views of the Customer Surveys from 2024. These in-depth surveys take a close look...
  • By admin
71% of Residential Customer Say They Are OK With Auto-Enrollment for Outage Notifications
By Russ Henderson, Director of Research  Just over 70% of residential consumers told Chartwell they were okay with receiving email, text, or voice messages...
  • By admin
4 Steps of Emergency Management Improvement Process Are Critical to Readiness
By Russ Henderson, Research Director  A robust improvement process is a cornerstone of a utility’s commitment to continuous learning and operational resilience. This critical...
  • By admin
Idaho Power Rated #1 in Energy Industry Benchmark Report
100 Automated Phone Systems Evaluated by IVR Doctors and Chartwell Inc.   For Immediate Release – May 22, 2025 – Idaho Power tops the...
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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