Consumer Trends 2023: Impacts of Sustainability and Electrification Initiatives on the Customer-Utility Relationship

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. These will be addressed in a series of reports, beginning with this report on Sustainability and Electrification programs and their impacts on how customers see and relate with their utility. CONTINUE READING
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customer centricity customer communications customer experience Customer Insights customer satisfaction electric vehicle electrification residential consumer survey sustainability