New Vulnerable Customer Benchmark Study: 59% of Utilities Expanding Support for Moderate-Income Customers

By Stacey Bailey, VP

Chartwell recently released its latest Vulnerable Customer Industry Survey on Utility Industry trends in serving the vulnerable customer population. This Benchmark report highlights utilities’ ongoing efforts to better identify, engage, and serve vulnerable customers. The results address a variety of topics shown below:

A key takeaway from the study was the movement toward offering assistance programs to moderate income customers. The chart below shows that 59% of utilities are either offering, piloting or considering expanding assistance programs to moderate income customers.

The results of Chartwell’s 2024 Vulnerable Customer Industry Survey include 41 complete responses from utilities across the United States and Canada. Respondents include 25 IOUs, eight municipalities, four public district utilities, two crown corporations, and two utilities of other types. Together, they serve more than 68 million customers.

 

Contact Tim Herrick to learn more about the Vulnerable Customer Leadership Council.