Creation and evaluation of a large-scale customer survey

Challenge

Voice of the customer lacking in product management, IT, marketing, operations and in strategic discussions

Approach

Creation and distribution of an online questionnaire (30+ questions) to a representative customer sample, particularly regarding: demographics, key purchase criteria and satisfaction, substituted transport modes and usage behavior, algorithm and IT features, payment behavior, and marketing
Analysis of raw response 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, and operational improvement potential)