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Tranzact

Need Improved Outage Performance?

YOUR GO-TO PLAYBOOK FOR UNPARALLELED POST-EVENT INSIGHTS

Gain New Insights with Tranzact

What is it?

Tranzact is a utility-led benchmarking study that combines the results of post-outage transactional surveys from multiple utilities enabling them to compare their customers’ outage experience with peer utilities.

This study was developed by Chartwell in coordination with 6 utilities totaling over 14 million customers.

What survey data do we compare?

Tranzact focuses on benchmarking these core aspects of a customer’s outage experience:

  • Communicating with a customer during the outage
  • Timeliness of restoration
  • Overall satisfaction after the outage
Who is it for?

Tranzact was developed for North American electric utilities looking to better understand and improve their customers’ outage journey by benchmarking their outage satisfaction surveys with other utilities.

Why participate?

Tranzact allows you to contextualize your customers’ outage experience by comparing your results with peer utilities from across North America.

Monthly reports allow you to track your utility’s performance over time, and quarterly calls give you the opportunity to learn from other utilities.

How does it work?

Tranzact benchmarks by utilizing a short online survey that can be emailed or texted to your customers after they experience an outage.

It can serve as a standalone survey, or if you are already fielding a post-outage survey, questions from Tranzact can be incorporated.

Curious about what’s on a Tranzact report?

Download a Sample
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Compare Data

Gain access to a wide range of North American post-outage transactional survey data files from participating utilities.

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Benchmark Outage Experiences

Compare your customers’ outage experience vs. other utilities and see how  your performance in this crucial customer journey stacks up.

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Leverage Analysis Reports

Evaluate your performance and where to improve with monthly and quarterly in-depth analysis and a year-end report.

“We do a lot of customer surveys, but without any sort of benchmarking we can’t be sure what the data means or how we’re actually performing. We’re excited about this engagement with Chartwell and our fellow utilities to get a more nuanced look at our customers’ perception of our outage performance.”

Amanda Townsend
Director of Customer Experience, Oncor

Tranzact Effectively Benchmarks:

  • Communications with utility
  • Channels used
  • Outage duration and frequency
  • Timeliness of restoration
  • Overall outage experience satisfaction
Inquire About Tranzact

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, and business customers, provide a collaborative, utility-only peer network. 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