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Utilities Vary in How They Identify and Serve Vulnerable Customers

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This infographic shows insights from Chartwell's 2024 Vulnerable Customer Utility Industry Survey that reveal the methods utilities use to define, identify, and serve vulnerable customers. Factors can include household income, medical vulnerability, and age, but not all utilities use the same criteria either to identify or serve their customers. The infographic also explores funding sources used by North American utilities to serve vulnerable customers.

Utilities can use this data, taken from the accompanying Vulnerable Customer Analysis Report, to benchmark their programs against others and explore possible program improvements.

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low income serving vulnerable customers

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