Creation and evaluation of a large-scale customer survey

Challenge

Missing voice of the customer in product management, IT, marketing, operations and in strategic discussions

Approach

Creation and dispatch of an online questionnaire (30+ questions) to a representative customer sample, especially with regard to

Demographics
Key purchase criteria and satisfaction (e.g. regarding driving experience, pricing, app/IT, availability and relevance)
Substituted means of transport and usage behavior
Algorithm (e.g. acceptable waiting time and detour) and IT features
Payment history
Marketing

Analysis of the returns raw data in MS Excel (N = 1,200+ participants)

Derivation of recommendations for action

Result

Gaining significant new insights and deriving clear recommendations, e.g. regarding target groups, customer acquisition and communication, pricing, software development or operational improvement potential