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

  • Case Study
PNM Increases CSAT with Upgraded New-Service Application Process

After identifying the New Service Delivery (NSD) Application Process as…
Scott Aaronson EEI – Keynote on Resilience

Utilities today face ever-increasing threats from natural disasters, cybersecurity breaches,…
  • Webinar
Announcing Chartwell’s Outage Best Practices Awards & PowerUp Conference Preview

(Complimentary Webinar) Join Chartwell and special guests as we reveal…
  • Infographic
Utilities Work to Promote EV Adoption and Serve Customers As a Trusted Advisor

This infographic shows insights from Chartwell’s 2025 Electric Vehicle Industry…

Upcoming Webinars

Leveraging Data to Develop Solutions for Vulnerable Customers

Struggling to leverage data to advocate for vulnerable customer solutions?…
Emerging Trends and The Utility of the Future – A Discussion with CPS Energy

What are the top emerging trends facing the utility industry…
Announcing Chartwell’s Outage Best Practices Awards & PowerUp Conference Preview

(Complimentary Webinar) Join Chartwell and special guests as we reveal…

Industry News

  • By admin
The Rapid Rise of ETR Officers and Processes
By John Burnap, Senior Advisor ETR, or estimated time of restoration, is a critical piece of information that all utility customers are looking for...
  • By admin
Increasing Digital Self-Service Adoption to Reduce Call Volumes
By Heather Siebken, Senior Manager, Councils & Events While consumer trends show a growing preference for self-service, industry reports indicate that many customers still...
  • By admin
Why Payment Flexibility is King for Utilities
By Casey Collins, Senior Research Analyst From Chartwell’s annual residential consumer research, we recognize that customers highly value flexibility in bill payment options –...
  • By admin
The Rise of AI and Data Mining to Identify EVs on the Grid
By Karl Popham, Senior Consultant According to the Chartwell 2025 Electric Vehicle Benchmarks Survey, 75% of North American electric utilities mine their meter data...
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