Case Study

How Volkswagen uses continuous feedback to improve app usage

Germany, Automotive Industry

The Client

Volkswagen Deutschland

Volkswagen is one of the world's leading automobile manufacturers, designing, producing, and selling vehicles that combine quality engineering with innovative technology. Operating globally, with a strong presence in Europe, its mission is to deliver reliable, safe and sustainable mobility solutions, offering everything from compact cars to electric vehicles for everyday life as well as digital services to complement the customer experience.

Scaling UX Insights Across Platforms

The UX Score had become a key performance indicator for Volkswagen's website. It consistently showed each business unit where to focus to improve the user experience. To measure and improve the user experience in the Volkswagen app, the team built on the successful approach already used for the website and adapted it for mobile users.

And what’s the best way to improve a product? 
The answer probably sounds familiar: Listen to your users.
 
What we did:

Contextual Surveys
Logic-based questions
Multilingual surveys
Products: Survalyzer Expert, Community Extension

How it works

The Challenge

To improve the UX score of its app, Volkswagen wanted to ensure that it supported its users not only in available features, but also in the experience.

To achieve this, it was essential to obtain and encourage continuous feedback from users. This meant asking for feedback at the right moment, using the right questions and delivering surveys in the user's preferred language.

Logic-based Questions

Choose from more than 100 question types and research methods. Add your own style and align every survey with your branding. Use AI to enhance your questionnaire. You get full flexibility.

Multilingual Surveys

Pick the distribution channel you want, or use your panel built in Survalyzer. AI-powered survey translations. Embed surveys directly into your digital products and connect them with your CRM.

Contextual Surveys

Trigger surveys when users complete key actions, ensuring feedback is collected in the right context.

Volume & Timing

Control survey frequency and timing to maximize response rates without overwhelming users.

How we did it

A Recipe for Success

A Gif showing how to trigger a survey in an app

Volkswagen carefully considers the context and frequency of the survey invitation. The exact moment when the user is asked for feedback is not randomly chosen.

This smart way of asking for feedback avoids intrusion and maximises relevance.

It’s not just about asking questions. It’s about asking them when users are most likely to respond.

Testimonials

Our customers’ words speak for themselves.

On an almost daily basis, we are checking the Survalyzer-powered UX Score results and thereby actively influence strategic feature and design decisions.

David KastnerCX Insights at Volkswagen

Would you also like to integrate surveys in your product?

Schedule a 30-minute demo and discover what's possible with Survalyzer Expert.

Leander Pas

Head of Sales BENELUX region

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