Case Study: Vattenfall InCharge Improves Customer Satisfaction with Qualaroo

Vattenfall InCharge - Customer Case Study

Vattenfall InCharge, a subsidiary of Vattenfall, needed a better way to collect and act on customer feedback for its EV charging app. Before adopting Qualaroo, they used Usabilla but found it too limited in customization, reporting, and event-based triggering, making it difficult to send targeted messages and gather insights at key moments in the user journey.

With Qualaroo, Vattenfall InCharge was able to run NPS, CSAT, and open-ended surveys, trigger questions based on in-app events, and display nudges and messages to guide users. Using Qualaroo’s reporting and analytics, the team shared feedback with developers and designers to improve the app, resulting in higher customer satisfaction and loyalty.

Vattenfall InCharge

Patrycja Olesiejuk

UX Researcher