ATLANTA - November 9, 2005 - Satisfaction is a buzz word that appears to have nothing but longevity in the utility industry. Therefore, pleasing customers  including the commercial and industrial (C&I) segment - is as important now as ever, according to Chartwell's latest report from its Customer Care Research Series, The Chartwell Report on Captivating and Satisfying the C&I Customer.

The more options provided to C&I customers, the higher their satisfaction level, according to industry experts. Online billing is the most satisfying billing option for this segment, an industry expert tells Chartwell. Other satisfaction drivers can include pricing options, key account representatives and proactive contacts. Forty-four percent of utilities now offer online billing to C&I customers, and the most widely offered billing option is consolidated billing, according to proprietary Chartwell data revealed in the report.

Utilities also are expanding their reach to their C&I customers through Web-based billing services, online bill analysis and forecasting tools, and more. Case studies in The Chartwell Report on Captivating and Satisfying the C&I Customer detail various utility initiatives, including those undertaken at We Energies, SCE and more.

The Chartwell Report on Captivating and Satisfying the C&I Customer contains industry analysis and three in-depth case studies detailing utility efforts. The report is available to non-Chartwell members for $395, and it is included in Chartwell's Premier and Customer Care Research Series memberships. For information regarding the Customer Care Research Series or Chartwell's Premier membership, contact Bill Grist at (404) 237-9099 or (800) 432-5879. A free table of contents and summary of this report can be downloaded at www.energylibrary.com.