Chartwell 2024 Vulnerable Customer Industry Benchmarks

The results of Chartwell’s 2024 Electric Vehicle 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. 

This Benchmark report highlights utilities’ ongoing efforts to better identify, engage, and serve vulnerable customers. The results address a variety of topics including how utilities define, identify , and verify vulnerable populations; participation rates in various programs; channels used to communicate with customers, and how utilities fund and structure their programs and teams. 

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