Current Surveys

Benchmark Your Performance and Improve

Ready to accelerate excellence? Your participation in Chartwell surveys offers many advantages:

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Your voice and insights help shape the future of the industry. The data collected through research surveys guides advancements in products, services, and overall industry practices.

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Accessing survey data often provides access to the latest industry trends and knowledge. You gain a deeper understanding of current issues and how they might be addressed.

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Help shape the future of the industry. Insights from survey data can spark creative solutions and lead to the development of groundbreaking products and services.

Business Customer Care Survey

Topics include:

  • Business customer segmentation
  • Programs and services
  • Communications
  • Staffing
  • And more!

Click the button below to contact Anna Miller about taking this survey.

Customer Service Benchmark Survey

This survey covers:

  • Metrics for contact centers and IVR
  • CRM and CIS systems and support
  • Contact center staffing
  • And more!

Click the button below to contact Anna Miller about taking this survey.

Outage Communications Benchmark Survey

Includes questions on:

  • ETR accuracy standards and improvements
  • Channels for reporting and updates
  • Major event vs. blue-sky/storm strategy
  • Collecting customer feedback
  • And much more!

Click the button below to contact Ben Murdock about taking this survey.

Billing Benchmark Survey

This survey covers:

  • Metrics for eBill, mobile bill, and paper bill
  • Billing exceptions and productivity metrics
  • Bill alerts
  • And more!

Click the button below to contact Casey Collins about taking this survey.

Chartwell Services

Chartwell has a wide array of membership and subscription service solutions that can help your utility identify strategies to impact customer experience and operational efficiency.

Chartwell’s Insight Center Membership provides timely and actionable benchmarks and insights, proven go-to-market strategies from leading utilities, and the support of our team of analysts. Our Leadership Councils provide a deep network of industry leaders who collaborate regularly on critical issues, sharing perspectives, advice, and solutions.

Tranzact is a utility-led benchmarking study that combines the results of post-outage transactional surveys from multiple utilities enabling them to compare their customers’ outage experience with peer utilities. Chartwell Advisory Services and Executive Services provide one-on-one coaching and leadership development with industry experts.

Learn more about our services