Satisfaction is on the rise, while customer experience initiatives reveal increased value, Chartwell reports

Chartwell Inc. - 01.31.2012

Despite economic challenges and a number of notable smart meter controversies in recent years, the majority of customers are happy with their utilities, Chartwell's recent report, Customer Satisfaction 2012, reveals. A consumer survey conducted by Chartwell in 2011 indicates more than half of utility customers in the United States and Canada are “very satisfied” or “extremely satisfied” with their utility provider.

Many factors can influence overall satisfaction, but Chartwell data reveals reliability and value are significant drivers. However, bolstering the customer experience can also be key to increasing satisfaction, according to a number of respondents participating in Chartwell’s recent utility survey.

As for gathering data, utilities often rely on third-party services to measure overall customer satisfaction, but internal customer surveys remain a dominant form of gathering feedback. Internally conducted transactional surveys are often administered on a daily basis to stay abreast of the level of service provided through routine customer interactions.

“Collecting customer satisfaction data is only the first step for utilities,” says Chris Brennaman, research analyst for Chartwell. “To maximize the value of the data, utilities can use this newfound knowledge to train customer-facing employees, improve processes and more.”

Customer Satisfaction 2012 features case studies on Colorado Springs Utilities’ Leadership Satisfaction Committee and Progress Energy’s Fastrack initiative.

Chartwell's Customer Satisfaction 2012 report is offered through Chartwell's Customer Care Research Service, which covers topics ranging from contact centers, bill presentment and payment, self-service channels, including web- and mobile-based, credit and collections, outage management and customer satisfaction. Learn more about this research by contacting Doris Yon at 404.237.9099 ext. 29 or


Based in Atlanta, Chartwell Inc. is a specialized information provider that helps utilities improve their customer experience and ultimately customer satisfaction. Chartwell publishes case studies, quantitative research and industry data, and hosts conferences and other events for utility professionals. For more information, visit


Dennis Smith
404.237.9099 ext. 31


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