Case Study: Uber scales global CX intelligence with Chattermill

Uber scales CX intelligence across 5 mega-regions with Chattermill

Uber, a global leader in mobility and delivery services, faced the challenge of extracting actionable insights from vast amounts of broad and anecdotal customer feedback. While they had valuable data from sources like NPS surveys, they lacked the clarity needed for informed, strategic decisions. To address this, Uber partnered with Chattermill to adopt a more qualitative approach to understanding the consumer experience using its AI Feedback Analytics.

Chattermill's solution transformed unstructured feedback into granular, data-driven insights, enabling Uber to identify emerging themes and regional trends. This led to significant product improvements, such as the integration of the Pix payment method in Brazil, which now accounts for 30% to 70% of total payments there. The partnership scaled from one region to five global mega-regions, with over 400 employees now using Chattermill to drive CX innovation and business growth, delivering a clear monthly return on investment.

Uber