Case Study: Volvo achieves award-winning CX transformation with InMoment

Inside Volvo’s Award-Winning CX Action Planning Module

Volvo needed a faster, more effective way to capture customer experience in a busy, changing automotive market where customers won’t sit through long surveys. The company aimed to focus on the drivers of great experiences—recognising top performers, surfacing actionable local issues, and acting quickly—rather than relying on top-box scores.

Partnering with InMoment, Volvo shortened surveys, prioritized open-ended responses and applied text analytics alongside an action-planning module that lets dealers create measurable, deadline-driven initiatives and track accountability. The result was richer, actionable feedback and faster local improvements—an approach that helped Volvo win Best CX Transformation at the 2019 CX Elite Awards.

Volvo