Development of an Interactive Gamified Customer Feedback Platform for Utility Providers

Utility companies operate in heavily regulated markets with monopolistic structures, requiring them to involve customers in business planning processes. Existing survey methods often lack engagement, risk bias introduction, and fail to produce statistically significant data within tight time constraints, hindering effective stakeholder input.

A large regional utility company aiming to enhance customer engagement and gather robust feedback for strategic planning and regulatory compliance.

• Develop a digital platform that increases survey engagement through gamification techniques to encourage participation.
• Create educational game-based interfaces that visually demonstrate the impacts of various service investment choices in real-time.
• Ensure data robustness by minimizing framing effects through randomized presentation of options and realistic scenario portrayal.
• Collect statistically significant and diverse customer responses in under 5 minutes per session.
• Enable utility companies to gather actionable insights on customer willingness to pay for higher service levels and investment preferences.

• Interactive game interface that simulates water utility service scenarios with adjustable parameters
• Visual impact dashboards showing the consequences of user choices instantly
• Sliders and controls for users to allocate investments across different utility services
• Randomized sequencing of different survey modules to reduce bias and framing effects
• Data collection backend that ensures statistical significance and wide demographic representation
• Mobile and web platform compatibility for broad user accessibility

• Regulatory and compliance data systems for feedback validation
• Customer relationship management (CRM) platforms
• Statistical analysis tools for response validity and robustness
• Authentication and user identity verification services

• System scalability to handle thousands of simultaneous users
• Response time under 2 seconds for real-time impact visualizations
• Data security compliance, including GDPR/PSD2 standards
• High availability with 99.9% uptime

The implementation of this gamified survey platform is expected to significantly increase customer engagement, leading to higher participation rates and more diverse data collection. It will enable utility providers to make better-informed investment decisions aligned with customer preferences, ultimately improving service quality and fostering trust. Based on prior similar projects, increased engagement and better data robustness could result in more accurate business planning, regulatory compliance, and enhanced stakeholder satisfaction.