Chartwell 2025 Digital Experience Benchmarks
The results of Chartwell’s 2025 Digital Experience Industry Survey include 41 complete responses from utilities across the United States and Canada. Respondents include 24 IOUs, nine municipalities, three public district utilities, three crown corporations, and two cooperatives. Together, they serve more than 68 million customers.
The survey highlights industry trends in channel offerings, consumer habits, and agent operations. The results show the importance of utilizing digital workstreams wherever possible in order to free up customer service agents for more complex tasks. We present survey results in this brief benchmark format, as well as providing the raw data and a lengthier analysis report.
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