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 FlixBus.

Analyzing the Voice of the Customer (VoC)

FlixBus recognizes that there is no way to deliver 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."

Tal Schechter

Head of Operations Tools & Systems

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.

Topics tracked & analyzed

This chart displays a four-month reduction in negative sentiment comments

Conclusion

FlixBus's journey toward 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 decision-making in redefining the passenger experience and shaping the future of intercity transportation. For more information on how Caplena can empower your organization's journey toward excellence, book a demo.