Customer Expectations for ETRs

During an outage of any duration, an estimated time of restoration (ETR) is by far the most important piece of information to customers. Understanding customer expectations for ETRs accuracy and timeliness is of vital importance for any utility seeking to meet and exceed those expectations.

This report draws on Chartwell consumer research and industry interviews to shed light on customer expectations regarding ETRs and the ways the industry is seeking to meet those expectations.


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