Case Study: c2c Railway boosts app ratings and customer insights with Alchemer Digital

How c2c Railway improved its mobile app experience with Alchemer Digital

c2c Railway, a leading UK rail operator, needed a better way to understand its customers’ digital journeys across its ticketing channels. While it could track sales, it lacked feedback from its iOS and Android apps, leaving blind spots in customer experience and contributing to low app store ratings. Working with Alchemer Digital, c2c aimed to capture in-app feedback and get a clearer view of passenger needs.

Using Alchemer Digital, c2c launched targeted in-app surveys, review prompts, proactive service messages, and user segmentation to gather real-time feedback and act on friction points quickly. The result was a major improvement in app ratings, rising from about 2.9 to 4.0 on Android and 4.5 on iOS, along with faster issue resolution, smoother ticket purchasing, better customer communication, and stronger alignment across teams.

c2c Railway

Enyidado Owusu

Senior Business Analyst