YOUR GO-TO PLAYBOOK FOR UNPARALLELED POST-EVENT INSIGHTS
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 totaling over 14 million customers.
Tranzact focuses on benchmarking these core aspects of a customer’s outage experience:
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.
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.
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.
Gain access to a wide range of North American post-outage transactional survey data files from participating utilities.
Compare your customers’ outage experience vs. other utilities and see how your performance in this crucial customer journey stacks up.
Evaluate your performance and where to improve with monthly and quarterly in-depth analysis and a year-end report.
“We do a lot of customer surveys, but without any sort of benchmarking we can’t be sure what the data means or how we’re actually performing. We’re excited about this engagement with Chartwell and our fellow utilities to get a more nuanced look at our customers’ perception of our outage performance.”
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.