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Creation and evaluation of a large-scale customer survey

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


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


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

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