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LAST EVENT: SEPTEMBER 2024 – Storm ETRs

On September 17, 2024, the Outage Communication Leadership Council discussed Storm Estimated Time of Restoration (ETR). Chartwell presented insights from member surveys, emphasizing how utilities respond to various ETR processes and strategies. Additionally, PSEG Long Island presented their ETR operating models and performance metrics for each.

The problem-solving portion of the call addressed Idaho Power’s questions relating to outage and PSPS communications structure/staffing.

NEXT EVENT: OCTOBER 2024 - OUTAGE SURVEYS & CUSTOMER FEEDBACK

​In October, the Outage Communication Leadership Council will highlight Outage Surveys and Customer Feedback. Along with presenting data from member surveys, Chartwell will facilitate discussions on how members are implementing or considering strategies related to this aspect of outage communications.


If you have questions, suggestions, or problems to solve during the upcoming meeting, please email Tim Melton at tmelton@chartwellinc.com or Russ Henderson at rhenderson@chartwellinc.com. 

To find out more about your membership or get assistance with your account, please contact Anna Miller at amiller@chartwellinc.com.


Current Surveys

Payment Survey

Contribute to progress, gain valuable knowledge, and drive innovation! This survey covers a variety of topics, including payment methods and channels, vendors, payment arrangements, prepay, and emerging technologies. Please participate to help identify industry-wide trends and best practices!

Electric Vehicles Survey

Please help us identify industry-wide trends and best practices by participating in our first-of-its-kind Electric Vehicles Survey. Topics that it covers within transportation electrification include customer EV adoption and use, EV-related customer experience and satisfaction research, EV utility programs, incentives, and related partnerships.  

Vulnerable Customers Survey

Participate in our first-ever Vulnerable Customers Survey and get exclusive early access to the survey datasheet and benchmarking report once the survey is closed. This survey covers a variety of topics, including serving low-income and medically vulnerable customers, income verification, back-office management, and government programs.

MEMBER REQUESTS

Thank you for your interest in submitting a request to Chartwell’s Council Leadership.

Member requests submitted via Councils are typically answered through a combination of:

  • An information-gathering email inquiry to other member utilities focused on your area of interest
  • The 400 years of collective experience of Chartwell utility veteran subject matter experts
  • Addressed in a problem-solving session held during a monthly Council call

Based on the nature of your request, responses can be expected anywhere from two to six weeks after the request is submitted. Chartwell highly values the requests we receive from our members. As we seek to best serve you and provide the most thorough response, please streamline your request to the top two to three issues/questions of which you hope to seek insights.

In the meantime, please note Chartwell’s Insight Center provides a wealth of resources and information on customer-facing industry issues. If you do not have an Insight Center membership, please contact Chartwell’s Vice President of Sales and Marketing, Tim Herrick, for more information.