Chartwell Inc., a leading provider of utility industry research focused on customer-facing issues, is currently soliciting utility industry insights on two separate research studies: The Payment Benchmark Survey and the Vulnerable Customer Benchmark Survey.

The Payment Industry Benchmark Survey measures a variety of payment acceptance topics impacting both residential and business customers, including payment methods and channels, vendor relationships, payment arrangements, and payment programs such as autopay, prepay, and more. The purpose of this study is to identify industry-wide trends and best practices for electric, gas, and water utilities in North America.

“The Payment Industry Benchmark Survey allows utilities to compare their payment and credit initiatives with industry peers and identify strengths and opportunities in the payment and credit/collection space. Also, connecting with industry peers ensures your utility never makes a decision in a vacuum,” said Vida Hotchkiss, Senior Consultant and Billing and Payment Leadership Council Chair, Chartwell.

Chartwell’s Billing and Payment Leadership Council members represent more than 28 utilities across North America that share best practices and lessons learned on critical topics essential to utility billing and payment efficiency and effectiveness.

By completing the survey, respondents will receive the following:

• The full report of Chartwell’s Payment Industry Benchmark Survey 
• A personal opportunity to review and discuss your utility’s efforts compared to the industry results with a member of the Chartwell Billing and Payment Team 
• A datasheet of the raw survey results for you to analyze for your specific needs

Chartwell’s Payment Benchmark Survey is open to utility employees in North America who are directors, managers, supervisors, or analysts in the payment and/or credit and collection departments. To request a survey link, please complete this short form: Chartwell Payment Benchmark Survey.  

The second survey in the field is the Vulnerable Customer Benchmark Survey. This survey measures a variety of consumer topics, including defining and identifying vulnerable customers, assistance and other programs designed to serve vulnerable customers, strategies to verify at-risk customers, and customer engagement and program funding as well as developing and maintaining community partnerships. The purpose of this study is to identify industry-wide trends and best practices for electric, gas, and water utilities across North America.

"We have a very unique industry that creates an environment for utilities to openly share successes and initiatives across peer networks,” said Pat Ricks, Senior Consultant and Vulnerable Customer Leadership Council Chair, Chartwell. “Chartwell's Vulnerable Customer Benchmark Survey is one of the many ways Chartwell helps enable and leverage opportunities in that environment. The Vulnerable Customer Benchmark Survey is designed to capture who's doing what in the industry to improve service to vulnerable customers and organize those results in a manner that helps our members enrich their vulnerable customer tactics and strategies,” added Ricks.

Chartwell’s Vulnerable Customer Leadership Council members represent more than 29 utilities across North America that share best practices and lessons learned on critical topics essential to how utilities serve vulnerable customers.

Chartwell’s Vulnerable Customer Benchmark Survey is open to utility employees in North America, typically in roles of customer/consumer advocates, energy assistance program managers, community outreach managers, and customer experience managers to name a few. To request a survey link, please complete this short form: Chartwell Vulnerable Customer Benchmark Survey.  

By completing the survey, respondents will receive the following:

• The full report of Chartwell’s Vulnerable Customer Industry Benchmark Survey 
• A personal opportunity to review and discuss your utility’s efforts compared to the industry results with a member of the Chartwell Vulnerable Customer Team 
• A datasheet of the raw survey results for you to analyze for your specific needs

Chartwell’s 2024 Future Views of the Consumer Survey showed that on-time and in-full bill payment is an ongoing struggle for many consumers in the U.S. and Canada. Approximately 31% of respondents expressed that their household’s economic situation within the prior 12 months made it more difficult for them to afford their utility bills. Nearly one-third of survey participants said their ability to pay their utility bills is a frequent worry.

 “Our surveys are central to Chartwell's mission of connecting utilities with the critical information and peer insights they need to succeed in today's dynamic business environment,” said Russ Henderson, Chartwell's Director of Research. By participating, utility professionals can better understand how their strategies compare to industry standards, identify areas for improvement, and ultimately strengthen their support for customers—including those facing financial difficulties. This research drives meaningful change across the industry, he said.