Understanding What Residential Utility Customers Need Most
Chartwell’s 2025 Residential Consumer Survey underscores the shifting priorities of utility customers across North America. The takeaway is clear: today’s consumers are looking for more than electricity—they’re seeking a partnership with their utility provider. A newly released infographic in Chartwell’s Insight Center visually highlights these key priorities.
Affordability remains the top concern, with customers across all income levels increasingly focused on how rising costs impact their households. 47% of respondents stated that their household and budget have been more constrained over the past year.
Reliability continues to be a cornerstone of trust, as consistent service shapes confidence in a utility’s ability to meet everyday needs. Overall, 60%+ of residential consumers felt favorably about their utility’s responsiveness.
Sustainability is gaining momentum as more customers express interest in renewable options and environmentally conscious practices. This shift reflects a growing expectation for utilities to lead in responsible energy stewardship. Transparency also stands out as a critical factor, underscoring the importance of shared values and respect in strengthening customer‑utility relationships, with over 75% of customers citing this as important.
Together, these insights reveal a customer base that values stability, fairness, and forward-thinking solutions—key drivers that will shape utility strategies in the years ahead.
Read more about Chartwell’s Billing and Payment and Customer Experience Leadership Councils.
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