New Chartwell report highlights Web-based services offered by utilities and strategies to drive usage

ATLANTA - May 13, 2005 - As Web-based customer service becomes commonplace across the utility industry, utilities must determine what it is customers want from online services. An effective Web-site can drive customer satisfaction and loyalty, according to The Chartwell Report on Web-based Customer Service in the Utility Industry 2005.

Call volume, however, may or may not be affected by the addition of online services, according to the report. Increases or decreases can be determined by the design and user-friendliness of the utility's Web site. And, making its Web-site user-friendly is one of the most important steps a utility can take to increase customer participation in online services, as noted in The Chartwell Report on Web-based Customer Service in the Utility Industry 2005.

In order to see usage numbers grow, utilities should market their Web sites by finding a channel customers prefer. Utilities are distributing information about Web sites via bill stuffers, newsletters, and various other channels.

Many innovative Web-based services are currently in the planning stages for utilities, including portals for certain customer segments, enhanced outage reporting sites and updated or new payment options. These services and many more are detailed in the analysis, case studies and surveys of The Chartwell Report on Web-based Customer Service in the Utility Industry 2005.

The Chartwell Report on Web-based Customer Service in the Utility Industry 2005 is available to non-Chartwell members for $395. The report 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, call 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.

Recently released reports include:

• Chartwell's Guide to Bill Presentment and Payment 2005;
• First-Call Resolution in the Utility Industry;
• The Chartwell Customer Care Center Report 2005;
• Staffing, Educating and Motivating Customer Service Representatives;
• CIS (Customer Information System) Installations in North America 2005;