Top Five Communication Channels Used by Utilities for Business Customers

Findings from Chartwell’s 2024 Business Customer Care Survey highlight the importance of business customer segmentation and the rising use of political and community influence as a segment indicator.

The data also reveals program adoption rate trends, including increased interest in outage, usage, and billing/payment alerts among small and mid-sized customers, and the significance of communication channels.

The report presents findings from Chartwell’s 2024 and 2020 Business Customer Care Surveys.

One important finding was the five most common channels used to communicate to business customers:

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