Case Study: British Gas enhances digital engagement with Savanta

British Gas improves digital engagement with Savanta through research with 5,000+ customers

The customer, British Gas, faced the challenge of encouraging its customers to adopt digital communications to reduce reliance on expensive paper mail and call centers. They needed to understand the drivers and barriers to digital interaction and identify effective behavioral nudges for different customer segments. Savanta was engaged to conduct research to address this challenge.

Savanta implemented a two-stage research approach involving qualitative and large-scale quantitative studies to develop an actionable Behavior Change Model. This model provided British Gas with a psychological framework to understand customer behavior and practical recommendations to nudge individuals along their digital journey. The outcome was a clear understanding of why different customer groups interact digitally, enabling British Gas to effectively encourage increased digital adoption.

British Gas