Benchmarking the state of the digital experience in the utility industry

Chartwell’s 2020 Digital Experience Industry Benchmark Survey is in the field now!

The newly launched survey is designed to explore digital channel offerings in the utility industry including:

  • Email
  • Text message/SMS
  • Virtual Assistant
  • Website
  • Mobile Website
  • Mobile App
  • Kiosk
  • Live Chat (with an agent)
  • Chatbot
  • Social Media

The survey will generate industry benchmarks around staffing, vendors and outsourcing, interaction capabilities, security, metrics, and social media among utilities in the U.S. and Canada.

The COVID-19 pandemic has accelerated the digital transformation of the utility industry, as we discuss in our upcoming webinar Improving Digital Self-Service During COVID-19. This benchmarking survey will find out if Satya Nadella of Mircosoft was correct when he announced in April that we had seen “two years of digital transformation in two months.”

One metric we’ll be watching closely is the evolving and increasing measurement of First Call Resolution (FCR). As utilities use digital channels to increase satisfaction and decrease cost to serve, FCR is an important metric to track. In 2019, Chartwell found a diversity of methods to track the metric.

Where will 2020’s changes take us?

This is only an example of the trends we are examining in the 2020 Digital Experience Industry Benchmark Survey. We need your input to gain a complete view of digital trends in the utility industry, including trends in messaging, channels, KPIs, segmentation, organizational structures and industry comparisons.

For more information please contact Rebecca Harris at