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Utilities Achieve 25% Reduction in Inaccurate ETRs from 2023 to 2024

03 Mar 2025

By Suzan Greene, Senior Consultant

Utilities are using a variety of techniques including AI and data analytics to improve the quality of the information they provide to their customer during outages, and major gains are still available. Utilities participating in Chartwell’s Tranzact study were able to reduce the number of inaccurate estimated times of restoration (ETRs) sent to business and residential customers by 25% between 2023 and 2024.

The 2024 Silver Award for Outage Communications was won by Consumers Energy for improvements to its automated ETR process. To read more about its award-winning program, click here.

Contact Suzan Greene, leader of the Chartwell Customer Experience Leadership Council, for questions or to request a meeting.