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VCLC Fall Meeting in San Antonio, Texas

It’s time to register for the annual in-person meeting and EMACS Conference! For more information on how to reserve your spot, contact Anna Miller at amiller@chartwellinc.com​

AGENDA
LAST EVENT: August 2024 - Bridging Language & Cultural Barriers

On August 6, 2024, the VC Leadership Council call focused on Bridging Language and Cultural Barriers of Vulnerable Customers. Chartwell highlighted their VC priorities and short-term focus and provided examples of how other non-utility companies bridge language and cultural barriers with their customers.  ​

The problem-solving section of the call created conversation that addressed OPPD’s question on how to market and engage with low-to-moderate income customers, as well as what programs are most successful with low-to-moderate income customer segments. Consumers Energy also received answers to their questions relating to self-attestation models. ​

NEXT EVENT: September 2024 - Vulnerable Customer Assistance Resources

In September, the Vulnerable Customer Leadership Council will address assistance resources for vulnerable customers. Along with presenting Chartwell data from member surveys, we will facilitate a discussion on how our members are implementing or considering strategies related to this aspect of vulnerable customers. ​

If you have any questions, suggestions, or problems to solve during the call, please email Pat Ricks at jricks@chartwellinc.com.​

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

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Resources

SEE ALL RESOURCES
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The Vulnerable Customer Toolkit
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VC Research Guide – July 2024
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Pat Ricks

Senior Advisor

Pat has 36 years of utility industry experience in CX, CS, market research with a focus on vulnerable customer strategy, storm response, and electric and gas operations.

Contact

Chartwell's Vulnerable Customer Survey is NOW OPEN

Contribute to progress, gain valuable knowledge, and drive innovation!

Topics include:

  • Serving low-income and medically vulnerable customers
  • Income verification
  • Back-office management
  • Government programs
  • And more!

Please participate to help identify industry-wide trends and best practices!

Email us at surveys@chartwellinc.com

See Sample Questions

Current Surveys

Business Customer Care Survey

Your voice matters! Help us identify the hottest trends in business customer care. This survey covers segmentation, programs and services, communications, staffing, and more. The purpose is to determine industry-wide trends and best practices and drive excellence in the utility industry.  

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.

Submit a Member Request