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Gamified Customer Feedback Platform for Regulatory Compliance in Utilities
  1. case
  2. Gamified Customer Feedback Platform for Regulatory Compliance in Utilities

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Gamified Customer Feedback Platform for Regulatory Compliance in Utilities

supercharge.io
Utilities
Government

Challenges in Customer Engagement and Data Robustness for Regulatory Surveys

Water utility companies face mandatory regulatory requirements to involve customers in business planning but struggle with low survey engagement, lack of user education on complex utility services, and risks of cognitive bias influencing responses. Traditional surveys fail to meet regulatory demands for fun, interactive, and statistically robust data collection.

About the Client

A regulated water utility company required to engage customers in business planning through innovative feedback mechanisms under Ofwat regulations.

Objectives for Enhanced Survey Engagement and Compliance

  • Increase survey participation rates through gamification and interactive design
  • Ensure data robustness by eliminating framing effects and cognitive biases
  • Educate users on utility service trade-offs to inform meaningful feedback
  • Comply with Ofwat regulations for innovative customer engagement

Core Functionalities for Gamified Feedback System

  • Interactive slider-based investment allocation with real-time impact visualization
  • Miniaturized virtual world demonstrating service trade-offs (e.g., carbon footprint, wildlife impact)
  • Randomized service presentation order to prevent bias
  • Progressive educational content delivery during user interaction
  • Multi-platform support (mobile/web) with responsive design

Technology Stack for Scalable Gamification

React.js for front-end interactivity
Node.js with Express for backend services
D3.js for dynamic data visualization
AWS for cloud hosting and scalability

System Integration Requirements

  • Google Analytics/Mixpanel for behavioral tracking
  • CRM systems for user data management
  • Payment gateways for hypothetical billing scenarios

Non-Functional System Requirements

  • Sub-5 minute survey completion time
  • High scalability for mass user participation
  • Real-time data processing with <1s latency
  • GDPR-compliant data security measures
  • Cross-browser/device compatibility

Expected Impact on Customer Behavior and Regulatory Compliance

The platform is projected to increase customer willingness to pay higher bills by 20-30% through enhanced understanding of utility trade-offs, reduce survey bias by 40% via randomized presentation, and achieve 95% regulatory compliance scores. Real-time feedback visualization will improve data quality for informed investment decisions while meeting Ofwat's engagement benchmarks.

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