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

Volvo wins Best CX Transformation with InMoment

Volvo faced the challenge of capturing meaningful customer feedback in the transforming automotive industry, where customers were disinclined to complete long surveys. Partnering with InMoment, Volvo sought to shorten its surveys and shift its focus from top box scores to identifying key drivers of great customer experience in order to generate more actionable operational insights.

InMoment implemented a shortened survey designed to elicit richer customer comments and an action planning module for Volvo's Customer Experience Monitoring Programme. This allowed the company to act on feedback quickly by creating measurable, deadline-driven plans for its dealerships. As a result, Volvo was able to recognize top performers, improve specific areas, and won the 2019 CX Elite Award for Best CX Transformation.

Volvo