Consumer Trends 2023: Consumer Sentiment Toward Billing and Payment and Expectations for Future Improvement

Chartwell’s 2023 Residential Consumer Survey, with its newly introduced Future Views of the Customer Survey, takes a refined look at the customer-utility relationship. Four key themes were identified: Sustainability and Electrification; Outages and Resiliency; Customer Experience and Communications; and Billing and Payment. This report, the final one in the series, offers insights on current residential customer sentiment, which utilities can use in tandem with their own customer research to inform tactical and strategic planning for customer billing and payment programs and their role in engagement and loyalty.  
  • 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.
Billing and Payment communication channels customer billing experience customer experience Customer Insights customer satisfaction residential consumer survey Segmentation research