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2024 Customer Service Industry Datasheet

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The results of Chartwell’s 2024 Customer Service Industry Survey include 40 complete responses from utilities across the United States and Canada with a total customer base of more than 84 million. Respondents include IOUs, municipalities, cooperatives, public utility districts, and crown corporations. 

The survey covers a variety of topics about customer service including technology trends, measuring and improving the customer experience, IVR containment, digital channels, and employee hiring and retention.

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