Case Study: FlixBus improves global customer experience at scale with Caplena

With Caplena as a guiding partner, FlixBus navigated the complexities of passenger feedback, transforming insights into actionable strategies for tangible improvements

FlixBus, a global long-distance mobility provider, faced the challenge of analyzing massive volumes of unstructured, multilingual feedback from passengers, drivers, and internal teams across 45 countries. Manually processing over 800,000 annual survey responses, app reviews, and dispatcher comments was not scalable, leading to fragmented and slow insights. To overcome this, they partnered with the text analytics vendor Caplena to implement a central feedback analysis system.

Caplena provided a solution that centralized and analyzed feedback from all sources at scale, using AI to categorize comments by topic and sentiment. This enabled FlixBus to achieve measurable operational improvements, including a 38% increase in punctuality and a 52% improvement in communication of delays. By making these insights accessible across the organization, Caplena empowered over 600 stakeholders to use qualitative feedback for faster, data-driven decision-making and continuous experience improvement.

FlixBus

Tal Schechter

Head Of Operations Tools & Systems