Chartwell Releases 2025 Digital Experience Benchmarks Report
By Sarah McBride, Research Analyst
The digital landscape for utilities is evolving faster than ever, and staying ahead means understanding where you stand—and where you need to go.
Chartwell’s 2025 Digital Experience Benchmarks report is now available in its entirety on the Insight Center. This essential resource provides industry-wide metrics on digital channels, including IVR, live chat, chatbots, website, and other channels key to providing an excellent digital experience. We are seeing live chat and chatbots gain traction as approximately a third of utilities offer one or both of these channels.
The Benchmark Report also provides insight into the progress of omnichannel strategy across the industry. As shown below, live chat is the most common channel currently integrated into an omnichannel view, with text and website the next most integrated channels.
👉 Related blog post: Embracing Digital Channels in the Utility Sector
Customers expect seamless, intuitive digital interactions. Utilities that meet these expectations not only improve satisfaction but also reduce costs and strengthen loyalty. These benchmarks can help you:
- Compare your performance against industry leaders and peers.
- Identify gaps in your digital experience strategy.
- Prioritize investments in tools and technologies that drive measurable impact.
Whether you’re refining your mobile app, optimizing your IVR, enhancing your web portal, or exploring new digital channels, Chartwell’s 2025 Digital Benchmarks can help provide the roadmap you need. Download the full publication today.
To learn more about Chartwell’s Insight Center, please reach out to Tim Herrick.
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