Engaging Utility Customers in the Post-COVID Era
Even in an environment in which many utilities operate as a monopoly within their regions, customer engagement and loyalty are important to utilities. At the same time, customer expectations of service providers, from internet and cable companies to utilities, have risen in recent years as more consumers work or go to school from home, at least some of the time.
Chartwell analysis continues to show that utilities can improve engagement and loyalty through an array of programs and services that enhance ease of doing business, and by making customers aware of those programs and services. Increasing both ease of doing business and awareness of offerings tends to raise satisfaction and loyalty among customers, which is becoming increasingly important to a utility industry that faces rapid change and heightened regulatory scrutiny. This report is based on findings from Chartwell’s 2022 Residential Consumer Survey.
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