2021 Customer Service Industry Survey Datasheet

The results of Chartwell’s 2021 Customer Service Industry Survey include 41 responses from electric, gas and combination utilities in the United States and Canada with a total customer base of more than 76 million. The survey covers a variety of topics about customer service, including contact center and IVR metrics.


  • To continue reading this research piece, please login using your Chartwell credentials and click the “View Resource” button.
  • If you do not have login credentials, click here to connect with Tim Herrick about Chartwell Membership.
customer experience survey