With Caplena as a guiding partner, FlixBus navigated the complexities of passenger feedback, transforming insights into actionable strategies for tangible improvements.
Tal Schechter
Head of Operations Tools & Systems
FlixBus
Amid the evolving global mobility landscape, FlixBus shines as a Smart, Green, and Accessible
travel icon. With a vision of value-driven journeys worldwide, FlixBus leads intercity
transportation. This case study reveals how Caplena's AI powered text analytics uplifted
operations and passenger contentment at Flix.
Fueled by a mission of Smart and Green Mobility, FlixBus operates across continents, with 5500+ destinations serving 60+ million yearly. Beyond transport, FlixBus offers a path to world exploration, blending convenience, comfort, and sustainability.
Fueled by a mission of Smart and Green Mobility, FlixBus operates across continents, with 5500+ destinations serving 60+ million yearly. Beyond transport, FlixBus offers a path to world exploration, blending convenience, comfort, and sustainability.
Analyzing the Voice of the Customer (VoC)
FlixBus recognizes that there is no way to delivering true operational excellence without
understanding passenger sentiments and preferences. The VoC survey conducted after a Flixbus
journey is a crucial source of data for gaining valuable insights into passenger experiences,
opinions, and expectations. However, three core challenges were faced:
1. High Volume: With over 600,000 open-ended responses yearly, manual analysis was impractical and expensive.
2. Diverse Languages: Operating in 40+ countries necessitated multilingual analysis.
3. Bias Elimination: Accurate insights required an objective approach to avoid bias and questionnaire fatigue.
Solution: Caplena's Impactful Role
FlixBus discovered a dynamic problem-solving partner in Caplena, an AI powered platform that
not only tackled their challenges head-on but also elevated their entire analysis process. The
pivotal strides taken by FlixBus with Caplena to harness the potential of their customer feedback data are as follows:
1. Topic Identification: Caplena helps pinpoint & refine themes in an interactive fashion from a large volume of responses.
2. Quality Assurance: Caplena uses the F1 score to assess the quality of the AI’s topic
assignments. This helps improve the AI's understanding of industry-specific jargon and context
through human-annotated inputs.
3. Sentiment Analysis: Caplena reveals sentiments at the topic level, even when within the same
response. This advanced approach reveals emotional nuances that might otherwise go unnoticed,
painting a comprehensive picture of customer sentiments.
4. Dashboarding & Reporting: Caplena furnishes real-time, interactive dashboards that empower
informed decision-making across the organization, ensuring transparency and accessibility.
5. Insight Generation: Caplena continuously runs advanced analyses such as correlations and
driver analysis on the data, leading to more profound insights and proactive enhancements.
Caplena is our invaluable partner in comprehending
the voices of our passengers across the globe. With the
capacity to manage vast volumes of open-ended
responses in multiple languages, it auto-categorizes
topics, providing insights into aspects like driver
behavior, punctuality, and hygiene, while maintaining
neutrality and objectivity. This empowers us to pinpoint
areas for improvement without biases, ultimately
enhancing our operations and customer experiences.
Transformational Results
When FlixBus acquired Greyhound, the largest provider of intercity bus transportation in North
America, a significant challenge emerged—harmonizing the feedback analysis process.
Greyhound alone contributed 100K comments for analysis on top of the 500K comments from
FlixBus. FlixBus aimed for a globally scalable solution to accommodate its expanded operations.
* Caplena's Integration: With Caplena's assistance, FlixBus successfully integrated Greyhound's
systems and streamlined its feedback analysis processes.
* Uncovering Trouble Areas: Caplena swiftly highlighted areas for improvement such as driver
helpfulness or communication of delays.
* Strategic Improvement: FlixBus immediately acted on the insights, leading to substantial
improvements, including a 38% increase in punctuality, 36% in general cleanliness, and a 52%
boost in communication of delays, all within four months.
The impact of FlixBus's dedication to passenger experience was evident in the stabilizing NPS
scores, which rose to match the previous year's figures.
Conclusion
FlixBus's journey towards operational excellence embodies the essence of its commitment to
Smart, Green, and Accessible travel. With Caplena as a guiding partner, FlixBus navigated the
complexities of passenger feedback, transforming insights into actionable strategies for tangible
improvements. The case of FlixBus serves as a testament to the power of data-driven decisionmaking
in redefining the passenger experience and shaping the future of intercity transportation.
For more information on how Caplena can empower your organization's journey towards
excellence, book a demo.
FlixBus
Fueled by a mission of Smart and Green Mobility, FlixBus operates across continents, with 5500+ destinations serving 60+ million yearly. Beyond transport, FlixBus offers a path to world exploration, blending convenience, comfort, and sustainability.
Projects on Caplena
Global VoC survey
Date joined
October 2022
Text comments analyzed
1.5M+