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Water utility companies face mandatory regulatory requirements to collect customer feedback through innovative, engaging surveys while maintaining data robustness. Challenges include educating users about complex utility operations, avoiding cognitive biases in responses, and achieving survey completion rates under 5 minutes despite the technical subject matter.
Regulated water utility providers required to incorporate customer feedback into five-year business plans under Ofwat regulations
Anticipated 300% increase in survey engagement rates compared to traditional formats, with 65%+ of participants demonstrating willingness to pay premium rates after understanding service complexities. Expected to set new regulatory compliance benchmarks while providing actionable insights for infrastructure investment prioritization through behavioral economics principles.