Chartwell Publishes Results of Customer Service Industry Survey in Multiple Formats

Chartwell recently completed its Industry Survey on Customer Service. The survey includes responses from utilities across the United States and Canada with a total customer base of more than 84 million. Respondents include IOUs, municipalities, cooperatives, public utility districts, and crown corporations. 

To help utilities make the most of these results Chartwell has published the raw data from the survey, as well as a series of key takeaways in chart form. Finally, Chartwell has published an analysis report with insights from survey respondents and a more detailed picture of customer service priorities such as CSR hiring and retention, success metrics, IVR and digital channels, and obstacles to improved service.

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