Improving customer satisfaction through outage communications

For the utility industry, outage communications is key to keeping customers happy.

Chartwell’s latest infographic shares insights from our latest consumer survey in this important area. Among the key takeaways from the survey are:

  • The more outages customers experience, the less satisfied they are.
  • Customers want to be updated about their outage, but after a certain number of updates, their satisfaction drops.
  • While in the past customers preferred to talk to a real person, most wish to receive outage information from their utility through proactive channels.
  • Customers who receive proactive alerts tend to have significantly higher satisfaction.

Members can now download our latest infographic How to Improve Customer Satisfaction in Outage Communications. If you aren’t a Chartwell member and are interested in becoming one, feel free to contact Tim Herrick at