Charters are designed to both establish and communicate the customer service standards of an organisation.
Whilst you may contract with an energy supplier for the provision of power, what standards of service can you expect?
Many organisations do not publish standards and, therefore, the customer will often have to 'chase' a provider for a response.
What standards should be communicated?
How quickly will we respond to telephone calls
In what manner will we deal with callers
How quickly will we respond to email and written correspondence
How quickly will we respond to complaints
This is a key element of a call 'avoidance' strategy, to reduce repeat contacts.
It also provides a commitment or a promise by the organisation and allows them to exceed expectations. If no promise has been set, no expectations can be exceeded.