North American Utilities Are Making Strides to Improve Vulnerable Customer Experience
Over the past several years, Chartwell has worked to bring the most insightful and applicable resources for serving vulnerable customers to the industry through its research, webinars, and the Vulnerable Customer Leadership Council. Recognizing the strains faced by customers and utilities alike, in 2024 Chartwell conducted its inaugural Vulnerable Customers Utility Industry Survey to gather a more in-depth view of utilities’ current successes and challenges in this area, as well as to establish industry benchmarks.
This analysis report contains insights from APS, Austin Energy, Duquesne Light, ENMAX, Evergy, Eversource, JEA, OG&E, OPPD, Pacific Gas & Electric, PSE&E, Snohomish County PUD, TECO, and others.
A companion to Chartwell’s recently published 2024 Vulnerable Customer Survey Datasheet and 2024 Vulnerable Customer Industry Benchmarks, this report serves as a resource to not only show where the industry is today, but also to provide insights to help inform tomorrow’s decisions.
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