Communications – Industry Benchmarks – 2018

Chartwell’s Communications Industry Benchmark Survey, which was conducted during the fourth quarter of 2017 and the first quarter of 2018, includes 43 complete responses from utilities across the United States and Canada. Among the report’s key findings:

• Technology, customer interest and education are the most significant challenges in utility customer communications.
• Utilities are moving toward multi-channel saturation, but utility channel offerings don’t always reflect customer channel preferences.
• The expansion of digital channels and self-service will be the most significant communications trends over the next five years, according to industry