Customer Experience – Industry Insights on Start-Service Transactions – Report – 2017

Start-service requests are important customer touchpoints that affect the entire utility-customer relationship. To make a good first impression, utilities must make starting service easy for their customers. Chartwell’s Start-Service Industry Survey, conducted in early 2017, captured how 33 utilities across the U.S. and Canada are improving start-service options. This report looks at what utilities are doing to create satisfying experiences for customers, improve self-service channels and promote utility programs during start service.

This report is exclusive to the members of Chartwell’s Customer Experience Leadership Council.