Case Study: Leading Transport Company reduces customer anger with Adoreboard

A leading European transport company reduces detractors by 74% by tackling customer anger

Leading Transport Company, a large European transport firm, struggled to process and analyze the high volume of unstructured customer feedback it received across its services. Working with Adoreboard, the company needed a way to identify specific customer emotions and turn scattered feedback into measurable, actionable CX insights.

Adoreboard used journey mapping and its Emotics emotion-analysis platform to pinpoint pain points, understand customer anger, and provide decision-ready insights. The approach helped move customer experience from “rage” to “joy,” underpinned a $500,000 investment in connectivity updates, increased brand advocates by 500%, and reduced brand detractors by 74%.