Tranzact
Need Improved Outage Performance?
YOUR GO-TO PLAYBOOK FOR UNPARALLELED POST-EVENT INSIGHTS
Gain New Insights with Tranzact
What is it?
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.
This study was developed by Chartwell in coordination with 6 utilities serving over 14 million customers.
What survey data do we compare?
Tranzact focuses on benchmarking these core aspects of a customer’s outage experience:
- Communicating with a customer during the outage
- Timeliness of restoration
- Overall satisfaction after the outage
Who is it for?
Tranzact was developed for North American electric utilities looking to better understand and improve their customers’ outage journey by benchmarking their outage satisfaction surveys with other utilities.
Why participate?
Tranzact allows you to contextualize your customers’ outage experience by comparing your results with peer utilities from across North America.
Monthly reports allow you to track your utility’s performance over time, and quarterly calls give you the opportunity to learn from other utilities.
How does it work?
Tranzact benchmarks by utilizing a short online survey that can be emailed or texted to your customers after they experience an outage.
It can serve as a standalone survey, or if you are already fielding a post-outage survey, questions from Tranzact can be incorporated.
Curious about what’s on a Tranzact report?
Compare Data
Gain access to a wide range of North American post-outage transactional survey data files from participating utilities.
Benchmark Outage Experiences
Compare your customers’ outage experience vs. other utilities and see how your performance in this crucial customer journey stacks up.
Leverage Analysis Reports
Evaluate your performance and where to improve with monthly and quarterly in-depth analysis and a year-end report.
Tranzact Effectively Benchmarks:
- Communications with utility
- Channels used
- Outage duration and frequency
- Timeliness of restoration
- Overall outage experience satisfaction
Chartwell Services
Our membership services can help enhance customer experience, strengthen resilience, and improve operational efficiency. Gain unlimited access to utility research, join peer networks, obtain post-event outage benchmarks, and develop leadership through a variety of membership options.
