Recent research by Chartwell Inc., a leading information provider for the utility industry, has identified key trends in how utilities are keeping customers informed during power outages. Their comprehensive study, based on data collected from 44 utilities between February and April 2024, sheds light on the growing practice of auto-enrollment for outage notifications. This study, along with Chartwell’s 2023 Residential Consumer Survey, provides valuable insights into current practices and customer preferences. Following are seven key insights from their research:
1. The Industry is Shifting Towards Auto-Enrollment
Chartwell’s 2024 Outage Communications Survey reveals that over one-third of utilities have already adopted auto-enrollment as a standard practice. While 18% still use an opt-in approach, another 18% are actively considering their options. This trend suggests that auto-enrollment is quickly becoming the norm in the utility sector.
2. Customers Prefer Frequent Updates
When the lights go out, customers want to stay in the loop. Chartwell’s 2023 Residential Consumer Survey found that 40% of surveyed customers prefer hourly updates for outages lasting over six hours, while 36% want information as soon as it becomes available. The takeaway? More communication leads to happier customers.
3. Auto-Enrollment Boosts Customer Satisfaction
Utilities that have implemented auto-enrollment are seeing positive results. Case studies featured in Chartwell’s research, including Alabama Power, Southern California Edison, and ConEd, all report improvements in customer satisfaction scores. ComEd even noted a reduction of 12,000 calls following their auto-enrollment initiative.
4. Data Accuracy is Key
The biggest hurdle for utilities considering auto-enrollment? Data accuracy. In fact, Chartwell’s survey found that 61% of utilities planning auto-enrollment cite concerns about the accuracy of their customer contact information. Implementing robust data validation and cleansing processes is crucial for success.
5. Legal Concerns Are Largely Unfounded
Good news for utilities worried about legal implications: Chartwell’s research clarifies that outage notifications are considered emergency communications and are lawful under the Telephone Consumer Protection Act (TCPA). This means TCPA guidelines shouldn’t be a roadblock for implementing auto-enrollment.
6. Phased Implementation Yields Success
Chartwell’s report highlights utilities like Idaho Power that have found success by using a phased approach to auto-enrollment. By starting with smaller batches and gradually scaling up, they were able to test their systems and monitor customer sentiment before full implementation.
7. It’s an Ongoing Process, not a One-time Event
Chartwell’s analysis reveals that auto-enrollment isn’t a “set it and forget it” solution. Successful utilities treat it as an ongoing process, continuously updating contact information and tailoring messages for different outage scenarios. This approach ensures that the right customers receive the right information at the right time.
By embracing these insights from Chartwell’s comprehensive research, utilities can harness the power of auto-enrollment to improve customer satisfaction, reduce call volumes, and provide more efficient service during outages. As the industry continues to evolve, auto-enrollment for outage notifications is proving to be a win-win for both utilities and their customers.