Consumer Trends 2023: Identifying Opportunities and Risks for Enhancing Customer Experience and Communications

Chartwell’s 2023 Residential Consumer Survey, with its newly introduced Future Views of the Customer Survey, takes a refined look at the customer-utility relationship. Four key themes were identified: Sustainability and Electrification; Outages and Resiliency; Customer Experience and Communications; and Billing and Payment. This report, the third in the series, offers insights on current residential customer sentiment, which utilities can use in tandem with their own customer research to inform tactical and strategic planning for customer communications, programs, engagement, and loyalty.    
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communication channels customer communications customer experience Customer Insights customer satisfaction residential consumer survey Segmentation research