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Chartwell Soliciting Utility Industry Survey Responses for Two Benchmark Surveys on Payment and Vulnerable Customers

Share Your Insights to Receive Research Report, Raw Data,...
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EV Benchmark Survey in the Field for North American Utilities

Gain insights into North American Electric Vehicle (EV) trends...
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John Burnap Joins Chartwell as Senior Consultant

Chartwell is excited to announce that John Burnap, MEP, is...
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Chartwell, Inc. and IVR Doctors Announce Strategic Partnership to Optimize Utility Call Center Operations and Customer Service

Atlanta, GA – October 9, 2024 – Chartwell, Inc.,...
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Chartwell Electric Vehicle Leadership Council Members Engage Communities To Drive Electric

EV Leadership Council Members Celebrate National Drive Electric Week...
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Rebuilding Trust and Community: CPS Energy’s Customer Engagement Insights at EMACS San Antonio

By Russ Henderson, Research Director – As utilities continue...
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Chartwell Publishes Results of Customer Service Industry Survey in Multiple Formats

Chartwell recently completed its Industry Survey on Customer Service....
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Chartwell Offers Hands-On Tools for Serving Vulnerable Customers

  The need to assist vulnerable customers has never...
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Utilities Recognized for Excellence With Chartwell’s 2024 Best Practices Awards

Baltimore Gas & Electric, Consumers Energy, Enbridge, Evergy, Hydro...
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Chartwell to Launch New Utility Resilience Institute and Councils

Chartwell, Inc., a leading provider of insights and best...
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Announcing I.S. Dunklin as New Chief Executive Officer

Chartwell, Inc., a leading provider of insights and best...
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Understand How Consumer Demographics Can Impact EV Interest

As utilities help their customers navigate the transition to...
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Hydro One Leaders: Cross-Departmental Collaboration is Key to Success for Outage Communications, Emergency Management and Reliability

 By Russ Henderson, Director of Research The expectations...
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Chartwell Publishes Its 2024 Billing Options Benchmark Report

Chartwell’s 2024 Billing Options audit shows that budget billing...
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Navigating Resilience in an Electrical Utility

Is your utility prepared for the worst? An effective...
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Chartwell Completes Four-Report Series Based on Findings From 2023 Consumer Survey

Chartwell’s 2023 Residential Consumer Survey, with its newly introduced...
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Entergy’s Messaging Refresh Wins Gold in Outage Communications Category of Chartwell’s Best Practices Awards

In 2022, Entergy began a refresh of its outage...
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Chartwell Inc. Champions Efforts to Better Prepare Utilities to Face the Industry’s Increasing Threat Environment

Utility Veteran Don Daigler to Lead New Benchmarking, Best...
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ComEd’s Operation Power Play Awarded Gold in Emergency Management Category of Chartwell’s Best Practices Awards

In April 2023, ComEd’s Emergency Preparedness Department hosted the...
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Chartwell Explores the Road Ahead for Electric Vehicles

While Chartwell has covered the evolution of EVs for...
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Chartwell 2024 Bill Viewbook: Illuminating the Latest Trends in Utility Bill Design

Accurate bills with information that is clearly displayed and...
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Chartwell, Inc. Electric Vehicle Leadership Council Drives Forward to Inaugural Meeting

North American Utility Experts Collaborate as Trusted Advisors in...
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Utilities recognized with Chartwell’s 2024 Outage Best Practices Awards

Commonwealth Edison and Entergy have taken the top honors...
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Business Customer Leadership Council Gears Up for Inaugural Meeting

Leading Utility Experts Unite to Elevate Business Customer Experience...
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Announcing Chartwell’s Electric Vehicle Leadership Council

Chartwell, Inc., a leading provider of utility industry research...
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Announcing Chartwell’s Business Customer Leadership Council

Chartwell, Inc., a leading provider of insights serving the utility...
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Announcing Chartwell Executive Services

Chartwell is pleased to announce Executive Services, a new...
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Meeting Utility Customer Expectations About Electric Vehicles

By Casey Collins, Research Analyst at Chartwell Inc. –...
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Utilities Recognized with Chartwell’s 2023 Best Practices Awards

ComEd, CPS Energy, Duke Energy, PSE&G, PSEG Long Island,...
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Utilities Recognized with Chartwell’s 2023 Outage Best Practices Awards

March 23, 2023 Duke Energy and Commonwealth Edison have...
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The Vulnerable Customer Leadership Council

Chartwell recently launched the Vulnerable Customer Leadership Council, a...
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Utilities recognized with Chartwell’s 2022 Best Practices Awards

ComEd, Con Edison, Hydro One, PECO and SMECO have...
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BGE, Central Hudson Gas take home top honors in Chartwell’s 2022 outage awards

By Suzanne Haggerty, Director of Customer Engagement and Insights...
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Text Analytics: CX Secret Sauce

By Lori Walker, Director of Strategy at Bellomy Research...
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The Benefits of Open-Source Content Management Systems

By Laura Gousha, VP of Engagement at Mindgrub, an...
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Five Reasons Your Customer Communications Aren’t Working 

By Layna Shuppert, Marketing Communications Manager with Message Broadcast...
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Making It Easy to Go Paperless

By Gary Stringham, Founder & CEO of Cubby Paperless...
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CEO of Tucson Electric Power to Share Her Journey at EMACS 2021

By Russ Henderson, Senior Research Manager – This year’s...
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The Future Is Now for Digital Wallets

By Yara Alatshan Product Marketing Manager at KUBRA –...
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Three Must-Have Interactive Content Solutions for Energy Utilities

Breanne George, Senior Creative Copywriter at Questline – To...
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User experience is key to leveraging mobile apps for outage communications          

By Russ Henderson, Senior Research Manager – As customer service becomes...
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Six Characteristics of Award-Winning Outage Communications – Part Three: Metrics and Agility

By Russ Henderson, Senior Research Manager – In part...
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Six Characteristics of Award-Winning Outage Communications – Part Two: Channels and Tactics

By Russ Henderson, Senior Research Manager – In last...
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Six Characteristics of Award-Winning Outage Communications Programs – Part One: Strategy and Organization

By Russ Henderson, Senior Research Manager – As I...
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Lasting Impacts of COVID-19 on Utility Customer Care

Part 2: Serving with Empathy Stacey Bailey, Vice President...
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Utility Assistance Programs: The Gift of Energy

By Chris Hellmann, Research Analyst – The U.S. Bureau...
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Take Chartwell’s Customer Service Survey to participate in contact center benchmarking 

Rebecca Harris, Data Analyst –   Do you want to...
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Utilities recognized with Chartwell’s 2021 Best Practices Awards

Con Edison, Austin Energy, Consumers Energy, PNM and Southern...
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Lasting Impacts of COVID-19 on Utility Customer Care

Part 1: Digital Transformation Whiplash Stacey Bailey, Vice President...
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Outage Communications Benchmarks Available on Chartwell’s Insight Center

Rebecca Harris, Data Analyst – Chartwell’s latest report, 2021...
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Master the Task of Arrears Management (and more!)

With arrears at or near record highs for most...
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Forged in Crisis: Utilities Display Strengths Built in Adversity at Chartwell’s Outage Conference

By Steve Waters, Senior Consultant – Nietzsche teaches “that...
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Preparing Your Digital Infrastructure for Major Storm Events

Sponsored by: Mindgrub Guest blog by Laura Gousha, VP...
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How an innovative approach to data engineering can deliver great customer experiences

Sponsored by: AGENT511 A recent Gartner Note, “How to...
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Join us for our 15th annual PowerUp: Chartwell’s Outage Conference

By Russ Henderson, Senior Research Manager – It’s hard...
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Are Your Ad Hoc Outage Communications on Life Support? A Quick Symptom Checker

Sponsored by: Message Broadcast Friday Night Lights…Out It’s Friday....
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Talking Omnichannel to the New Utility Customers

Sponsored by: Smart Energy Water Embracing the shift in...
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4 best practices for maintaining high-quality service during outages

Sponsored by: Interactions You’re not able to change the...
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Utility leaders leveraging Nextdoor for outage communications

A number of utilities on the Outage Communications Leadership...
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Boost Satisfaction Among Customers Who Prefer Paper Bills by Optimizing Bill Design

Millennials and Gen Z may think paper bills are...
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Key to driving self-service adoption is to first improve awareness

Your customer migration strategy should prioritize moving customers from...
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Entergy, Alabama Power take home top honors in Chartwell’s 2021 outage awards

By Suzanne Haggerty, Senior Management of Customer Engagement –...
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Residential consumer data explored in Chartwell infographics

Rebecca Harris, Data Analyst – Each summer, Chartwell surveys...
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Emerging digital payment options: Can utilities keep up?

With such an emphasis placed on billing and payment...
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Submissions will soon be open for Chartwell’s 2021 Best Practices Awards

UPDATE: Submissions are now open and details are available...
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Mobile field crew technology is the key to better restoration

Utility leaders have spent more than a decade trying...
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‘More than just a bill’: making the most of a vital customer communications channel

By Noah Solomon, Senior Research Manager – The utility...
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Chartwell’s 2020 Communication Benchmark Report now available

Rebecca Harris, Data Analyst –  2020 saw a new...
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Gen Z to Baby Boomers: What Utilities Should Expect From The Generations

Guest blog by Shaun Jackson, SVP, Marketing, KUBRA They...
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Using a mix of strategies can increase eBill adoption

Driving eBill adoption is a permanent fixture in most...
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Award-winning strategies for outage communications

By Russ Henderson, Senior Research Manager – We were...
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Industry ranks mobile-based communication as the most important development for outage communications

Although the utility industry has been slow to adopt...
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Pushing digital transformation through the organization

By I.S. Dunklin, Director of Analytics and Research –...
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Meeting your customers in their channel of preference is essential to CSAT

According to Chartwell research, customer channel preferences vary by...
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Utility use of live chat, chatbots and virtual assistants is projected to grow

By Rebecca Harris, Data Analyst – Chartwell’s 2020 Digital...
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Removing Credit Card Fees Improves CSAT

Credit card fees are one of the most significant...
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ETR Accuracy Windows – How do you compare?

During an outage of any size or duration, ETR...
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Utility response to COVID-19 offers lessons in handling future crises

By Noah Solomon, Research Manager – It should be...
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Chartwell launches its new survey tool

Rebecca Harris, Data Analyst – Chartwell launched its new...
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Deadline extended for outage awards

We've expanded our outage awards to two categories, meaning...
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Top 5 Billing & Payment Trends

According to Chartwell’s Billing & Payment Leadership Council. 1)...
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Top 3 Outage Communications Trends for 2021

According to Chartwell’s Outage Communications Leadership Council, the following...
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Utilities strategize to offer effective storm ETRs

By Russ Henderson, Senior Research Manager –  Large-scale outage...
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2021 outage awards deadline is approaching quickly

By Suzanne Haggerty, Senior Manager of Customer Engagement Chartwell...
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Utilities share tips to help with winter bills

By Noah Solomon, Research Manager As we move through...
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Creating delightful customer payment experiences

By Rebecca Harris, Data Analyst –  Recent Chartwell publications...
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Chartwell’s 2021 awards in outage communications, restoration are open for submissions

By Suzanne Haggerty, Senior Manager of Customer Engagement –...
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AI-Powered Hyper-Personalization, AMI Analytics and Unlocking New Utility Business Models: Transformation Is Possible Today

By Bidgley In the field of computer science, the...
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Meeting Utility Customers’ Payment Expectations

By Rob Houser, Senior Vice President, Product Management and...
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Chartwell’s 2020 Payment Industry Benchmarks Available in the Insight Center

By Rebecca Harris, Data Analyst –   Respondents to Chartwell’s 2020 Payment Industry...
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TVA leverages augmented-reality tech to create virtual home energy audit

By I.S. Dunklin, Director of Data Analytics and Research...
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2020 Billing Industry Benchmarks now available

By Rebecca Harris, Data Analyst –   Chartwell’s 2020 Billing Industry...
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Utilities continue to find success in eliminating or reducing credit card fees

By Noah Solomon, Research Manager – Credit cards are...
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Leveraging Utility Bills as a Customer Experience Boost

By John Hoggard, Principal, Global Utility Markets, Quadient –...
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Updater solves the inefficiencies (and headaches) of moving, with technology

Dennis Donovan, VP of Utility & Warranty at Updater,...
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The Sweatpants Effect

By Alex Panchula, Director of Product Management, Data Science...
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How Pre-Pay Energy Helps Millennials Pay Bills in an Uncertain Economy

By Shaun Jackson, Senior Vice President, Marketing, KUBRA –...
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Strengthening customer loyalty in the digital age

Rebecca Harris, Data Analyst –  Chartwell’s latest survey of residential...
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EMACS 2020 is in the books!

By I.S. Dunklin, Director of Data Analytics and Research...
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Utility Collections in a COVID-19 World Present Public Relations Challenges

At the start of the pandemic, many utilities did...
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Improving Customer Experience in Four Steps

Utilities have traditionally enjoyed a competitive advantage via a...
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How should utility providers approach digital transformation?

More than 60% of digital transformation initiatives and pilots...
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Improve Customer Experience and Reduce Live Agent Costs at the Same Time

What you know about a customer at the moment...
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The Customer and Business Impact of Enabling Next-Level Self-Service

Across industries including financial services, telecommunications, and utilities, customer...
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Discover the Humans in Your Data for Big Customer Payment Wins – Even During a Pandemic

A 650% increase in email engagement. A 47% payment-in-full...
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Does Your Payment Solution Meet Customer Expectations?

Is your utility keeping up with the rapidly changing...
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How to Reduce Delinquencies Before Resuming Disconnects

By Kristen Hoppe, Marketing Manager, Message Broadcast – What...
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Improving customer satisfaction with outage communications

Rebecca Harris, Data Analyst – Outage communications is a...
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Crisis and Innovation – Chartwell EMACS Keynote Presentation with Google

The last several months have been one of the...
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Learn how Enbridge engaged customers previously resistant to eBill messaging

By Noah Solomon, Research Manager Here at Chartwell, we...
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The Continuous Changes and Challenges of COVID-19 – Are Utilities Prepared?

In the past year, the COVID-19 pandemic has impacted...
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Benchmarking the state of the digital experience in the utility industry

Chartwell’s 2020 Digital Experience Industry Benchmark Survey is in...
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People’s Choice – Video finalists ready for the virtual spotlight

By Suzanne Haggerty, Senior Manager of Customer Engagement –...
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Improving customer satisfaction through outage communications

For the utility industry, outage communications is key to...
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How utilities rapidly adapted to COVID-19

COVID-19 at first came slowly to the United States,...
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Utilities recognized with Chartwell’s 2020 Best Practices Awards

Duke Energy, PSEG Long Island, Con Edison, BGE and...
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Chartwell’s 2020 Outage Restoration Benchmark report available now

Rebecca Harris, Data Analyst –   Chartwell’s latest benchmark report...
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How utilities are implementing robotic process automation (RPA)

By Noah Solomon, Research Manager – Robotic process automation...
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Chartwell’s latest outage communications benchmarks available for download

Chartwell has been tracking trends in outage communications for...
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Key Takeaways from PowerUp, Chartwell’s Outage Conference

By Russ Henderson, Senior Research Manager – We were...
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Join us next week for Chartwell’s VIRTUAL PowerUp outage conference

By Russ Henderson, Senior Research Manager – No one...
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The utility industry shifts to more mobile-centric approach

By Russ Henderson, Senior Research Manager – As the...
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Deadline extended for Best Practices Award submissions

By Suzanne Haggerty, Senior Manager of Customer Engagement — The...
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Outage communications and response complicated by COVID

By Chandler Dunklin, Client Relationship Manager – While much of...
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Confronting the billing and payment challenges raised by COVID-19

By Chandler Dunklin, Client Relationship Manager – Most utilities responded quickly...
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What to do when the COVID-19 bill comes due

As the COVID-19 pandemic rapidly evolved in recent weeks,...
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Submissions are open for Chartwell’s 2020 Best Practices Awards

By Suzanne Haggerty, Senior Manager of Customer Engagement — So, the...
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TEP meets rising customer expectations using research, VOC and cross-functional teams

Rebecca Harris, Data Analyst – John Bord, Manager of...
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In coronavirus response, utilities prove nimble even as they continue to power our lives

By Chandler Dunklin and Chartwell Staff – Utilities have...
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How to create a more customer-centric organization

By Chandler Dunklin and Chartwell Staff – Utilities have...
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As the coronavirus strikes, utilities move to protect customers

By Noah Solomon, Research Manager – The coronavirus, also known...
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Chartwell research shows jump in mobile and electronic payment options

By Rebecca Harris, Data Analyst – Chartwell’s latest benchmark...
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Three tips for turning power outages into winning opportunities

By Russ Henderson, Senior Research Manager – A badly...
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How AI improves customer communications and customer experience

Today’s customers are accustomed to receiving top-notch customer experiences...
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Metrics that Matter: How Customer Effort Scoring can improve the ease of doing business

Utilities are unique in that they often have defined...
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Best Practices Awards in Outage Communications and Outage Restoration

Chartwell is excited to announce the winners of our...
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DTECH 2020 speakers explore the future of the utility industry

“Today, we’ve figured out that customers are looking for...
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Outage maps, now essentially ubiquitous, remain a fundamental channel for utilities

Outage maps, which only a decade ago were a...
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Can utilities keep up with the times on mobile pay?

With such an emphasis placed on billing and payment...
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VOC: Discovering the precious artifacts of customer experience

Utilities connect with their own “locals” to gain insight...
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New year, new deadline: Time to work on those outage award entries

We've expanded our outage awards to two categories, meaning...
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Boosting customer experience in the utility industry through customer journey mapping

Journey maps describe a customer’s entire journey and ultimately...
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Chartwell expands the Outage Conference and associated awards

Mobile technology, grid hardware and software, analytics, and social...
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Don’t fail at scale: a lesson from airline push alerts

Push notifications can provide a convenient, satisfying way of...
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Customers expect ETR accuracy and timeliness

Understanding customer expectations regarding ETR accuracy and timeliness is...
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Utility marketplaces evolve into tools to engage customers beyond the meter

Chartwell data shows that consumers who have used their...
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Winning People’s Choice video combines information with humor

Attendees at Chartwell's 2019 EMACS - The Customer Experience...
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EMACS 2019: Delivering in a digital, data-driven landscape

EMACS 2019, held Sept. 30-Oct. 3 in New Orleans,...
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Get the latest data on robotics process automation, payment methods and more!

This year’s survey is set to continue delivering salient...
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The pioneers are still standing – will more utilities charge ahead with auto-enrollment?

This year, for the first time since 2016, a...
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ComEd, JEA, Pepco, SCE and Tucson Electric Power recognized with Chartwell’s 2019 Best Practices Awards

ComEd, JEA, Pepco, Southern California Edison and Tucson Electric...
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Increasing customer independence with chatbots and virtual assistants

Chartwell recently released a report focusing on how utilities...
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Outage communications: From culture change to tech revolution

Utility leaders have spent more than a decade working...
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Chartwell’s 13th annual Outage Communications Conference features innovation

No one knows outage communications better than Chartwell and...
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2019 CBP awards deadline is almost here

Chartwell’s other 2019 Best Practices Awards categories include Billing...
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How to welcome your new robot overlords

Robotics Process Automation, or RPA, is in vogue. Utilities...
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Delivering more effective customer communications

Chartwell research shows that utilities need to engage customers...
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Amplifying customer care and communications using social media

Customers don’t routinely visit their utility’s website for information,...
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Award advice: Start early, gather a team, revise often

Download your entry forms, which outline details on the...
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Utilities combat the “Amazon Effect” with innovative digital outage communications tools

Like so many other sectors of the economy, the...
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OK Google: Connect my utility

Google has been working with the two utilities, helping...
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Credit card fees – the Endgame?

Many utilities are currently pursuing potentially reducing or removing...
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Workshop: How to provide an award-winning outage communications experience

Southern California Edison’s Tomaso Giannelli will lead a limited-seating...
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Georgia Power bridges silos to implement technological solutions

Donna Collins, Strategic Support Analyst at Georgia Power Company,...
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When outages strike, is your utility equipped with a comprehensive communications strategy?

Chartwell researchers understand that each year, utilities are faced...
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Chartwell’s People’s Choice – Video category allows utilities to showcase their creative talents

Video: Whether you like it, love it, dislike it,...
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Flint Energies prepay program increases CSAT, reduces uncollectible debt and labor costs

How can utilities, especially one with a smaller customer...
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Technology trends in outage communications place humans at the center of increasing automation

Outage communications is uniquely positioned within the utility organization,...
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Submissions are open for Chartwell’s 2019 Best Practices Awards

The original awards of their kind for utilities, Chartwell’s...
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Director of Customer Service at LG&E and KU focuses on growing ability to meet customer expectations

Debbie Leist, Director of Customer Service and Marketing at...
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Utilities recognized with Chartwell’s 2019 Best Practices Awards in Outage Communications

Southern California Edison, Oncor and Florida Power & Light...
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CSRs move beyond traditional roles as omnichannel affects call centers

As technology enables utilities to utilize more digital channels...
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Learn how utilities are transforming marketing communications with business customers

When utilities try to drive program adoption or energy...
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Game on! How utilities can use gaming for contact center safety training

With a large number of CSRs right around the...
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Increasing engagement and brand favorability with customers and employees

Capturing the interest of both customers and employees are top communications...
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Deadline to share your best outage communications efforts is coming up quickly

It's that magical time of the year again: the...
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Engaging utility customers in the digital age

Chartwell’s newest report, Engaging Utility Customers in the Digital...
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How a Canadian utility leveraged automation to improve the customer experience

In April 2016, Hydro One began leveraging Robotics Process...
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Prepare for the future of customer communications. Take Chartwell’s Communications Survey today!

Customers increasingly prefer digital channels over traditional ones. In...
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KCP&L grows electronic payment channels with strategic approach

Nearly half of utility customers pay via some form...
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Calling all outage communications thought leaders: Best Practices Award deadline is just a few weeks away

Dan Séguin, Hydro Ottawa's Manager of Media and Public...
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Dominion Energy Virginia flips the conventional customer experience model with its Strategic Underground Program

In 2014, Dominion Energy Virginia began a system-wide initiative...

Chartwell Services

Our membership services can help your utility identify strategies to impact customer experience and operational efficiency: A research subscription to our Insight Center membership allows unlimited access to hundreds of research reports, case studies, benchmarks, webinars, and more. Our peer-to-peer Leadership Councils, focused on customer-facing areas such as billing, outage, CX, vulnerable customers, EVs, business customers, emergency management, and organizational resilience provide collaborative, utility-only peer networks. Our post-event transactional benchmarking study called Tranzact enables utilities to compare their customers’ outage experience perception with peer utilities. Chartwell Advisory Services and Executive Services provide leadership development with industry experts.

Learn more about our services