Chartwell 2026 Billing Survey Benchmarks

The results of Chartwell’s 2024 Payment Industry Survey include 43 complete responses from utilities across the United States and Canada. Respondents included 26 IOUs, seven municipalities, four public district utilities, four crown corporations and two cooperatives. Together, they serve more than 70 million customers.

The survey highlights key trends in billing operations and channel offerings, cost structures, digital adoption including eBill, automation, and customer service. We present survey results in this brief benchmark format, as well as providing the raw data and a lengthier analysis report.

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