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Tranzact

Need Improved Outage Performance?

Gain new insights with Tranzact

What is it?

Tranzact is a post-outage transactional survey that enables utilities to benchmark their customers’ outage experience. It was developed by Chartwell in coordination with 6 utilities totaling over 14 million customers.

Who is it for?

Tranzact was developed for North American electric utilities looking to better understand their customers’ outage journey by benchmarking their outage satisfaction surveys with other utilities.

Why participate?

Tranzact allows you to contextualize your customers’ outage experience by comparing your results with peer utilities from across North America.

Monthly reports allow you to track your utility’s performance over time, and quarterly calls give you the opportunity to learn from other utilities.

How does it work?

Tranzact is a short online survey that can be emailed or texted to your customers after they experience an outage.

It can serve as a standalone survey, or if your utility is already fielding a post-outage survey, questions from Tranzact can be incorporated into your current survey.

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Transactional Outage Surveys

Access to nationwide transactional survey data file.

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Benchmark Outage Experiences

Compare your customers’ outage experience vs. other utilities.

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In-Depth Analysis

Monthly and quarterly analysis. Best practice sharing on quarterly calls.

View a sample report

“We do a lot of customer surveys, but without any sort of benchmarking we can’t be sure what the data means or how we’re actually performing. We’re excited about this engagement with Chartwell and our fellow utilities to get a more nuanced look at our customers’ perception of our outage performance.”

Amanda Townsend
Director of Customer Experience, Oncor

Benchmark with Tranzact

  • Communications with utility
  • Channels used
  • Outage duration and frequency
  • Timeliness of restoration
  • Overall outage experience satisfaction
Inquire About Tranzact

Chartwell Membership

Chartwell’s solutions can help your utility identify strategies to impact customer experience and operational efficiency. Chartwell’s Insight Center Membership provides timely and actionable benchmarks and insights, proven go-to-market strategies from leading utilities, and the support of our team of analysts. Our Leadership Councils provide a deep network of industry leaders who collaborate regularly on critical issues, sharing perspectives, advice, and solutions.

Learn more about Membership