Embracing Digital Channels in the Utility Sector

55% of customers who rated their utility a 5 out of 5 for ease of doing business would stay with their current utility if offered a choice…versus just over 2% of those who scored their utility a 1 or 2 out of 5.

Chartwell’s recent Residential Consumer Survey shows a strong correlation between ease of doing business and customer loyalty, which is critically important in today’s era of rapid technology expansion and operational expense pressures. Utilities have the opportunity to increasingly leverage digital channels to handle customer service transactions while at the same time improving ease of use and customer satisfaction.

According to Chartwell Senior Research Analyst Casey Collins, “A successful digital experience is one that is easy, satisfying, and effective. This means that digital platforms should offer quick, insightful, and robust transaction experiences.”

A key metric of ease of doing business is containment rate, which measures how effectively automated systems, like chatbots and IVRs, resolve customer interactions without needing human intervention. Utility containment rates as reported in Chartwell’s 2024 Customer Service Industry Survey vary from low 40% to high 70%, with most in the 50% range. This represents a huge opportunity for expense savings for utilities and an easier and more satisfying experience for customers.

Learn more about the Chartwell CX Leadership Council by emailing Tim Herrick.