Customer Preferences During Outages: Channels Used for Reporting and for Seeking Information About Outages
Advances in information technology allow utilities to move beyond broadly distributed, periodic surveys to targeted surveys sent to customers who recently experienced an outage. This shift makes detailed and real-time feedback possible. By capturing feedback while memories are fresh, utilities gain more detailed, actionable responses.
This report draws from a subset of survey data collected through Chartwell’s Tranzact research study to highlight the opportunity for utilities to measure real customer experiences alongside overall satisfaction, helping them respond more effectively and strengthen service when it matters most.
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