How Flix Amplifies the Voice of Customers, Drivers and Beyond to Improve Experience at Scale 

Flix operates one of the world’s largest long-distance mobility networks, serving passengers across more than 45 countries. Delivering a consistent experience at this scale requires listening carefully to feedback from passengers, drivers, and traffic control dispatcher teams. 

Since 2022, Flix has used Caplena to transform feedback into tangible operational improvements that enhance overall service quality and satisfaction.  

The challenge: Understanding experience across millions of journeys 

Flix collects large volumes of qualitative feedback every year. Passenger post-ride surveys alone generate more than 800,000 open-ended responses annually across 45 countries. 

In addition to surveys, feedback also comes from: 

• App store reviews across 10 different markets

• Driver feedback collected through a dedicated driver app in 20+ languages 

• Free-text comments collected about each ride, entered by internal operations teams 

Manually reviewing this volume of unstructured, multilingual feedback was not scalable. Insights were difficult to standardize, slow to surface, and hard to distribute to the teams responsible for improving operations.  

The challenge was not a lack of feedback, it was fragmentation. Feedback lived in separate systems, arrived in different formats, and varied widely in context and actionability. Flix needed a way to analyze qualitative feedback consistently at scale and make insights accessible across the organization. 

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“At Flix, feedback is owned by operations and used to improve day-to-day execution.”  

Tal Schechter

Head of Ops Compliance Ecosystems

Why Caplena 

Flix evaluated multiple text analytics solutions before selecting Caplena. Key criteria included: 

• The ability to scale across countries and languages 

• Support for operational use cases beyond traditional VoC programs 

• Seamless integration into the existing analytics environment 

• Full ownership and portability of feedback data 

Caplena provided Flix with a central feedback system capable of ingesting feedback from multiple sources and languages at scale, structuring open-ended text consistently, and integrating seamlessly with existing reporting workflows via API. 

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“Caplena doesn’t just build what we ask for. The team understands the problem behind the request and works with us to solve it.” 

Tal Schechter

Head of Ops Compliance Ecosystems

The solution  

A central feedback system built for scale and multiple sources 

Flix initially implemented Caplena to analyze open-ended passenger feedback from post-ride surveys. Caplena categorizes comments by topic and sentiment, enabling teams to understand what drives satisfaction and dissatisfaction across routes, regions, and operational touchpoints. 

Over time, Caplena evolved into Flix’s central system for qualitative feedback, allowing insights from different populations to be analyzed using a consistent framework. 

Caplena supports multiple feedback sources across the organization, including: 

• Passenger post-ride surveys 

• App store reviews 

• Driver feedback 

• Traffic control dispatcher comments 
   

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“We started with one core use case that worked well, and over time more teams and projects began feeding into it.”

Tal Schechter

Head of Ops Compliance Ecosystems

Passenger post-ride surveys 

(Topics overview screenshot)  

Passenger surveys remain the foundation of Flix’s feedback strategy due to their volume and consistency. Caplena analyzes hundreds of thousands of open-ended survey responses each year and transforms them into structured insights. 

These insights are used alongside quantitative metrics such as NPS by teams across the organization, including country management, business development, operations, network planning, and executive leadership, to better understand performance in different markets. Questions about how comments are categorized often lead to deeper analysis and new operational use cases. 

Post-ride survey reporting is widely used across Flix and its operator network. More than 600 internal stakeholders accessed the reporting over the past year, and the dashboards generated over 11,000 views from internal and bus operator stakeholders in the last three months alone. Caplena enables these teams to explore high-level insights while also allowing deeper analysis of the underlying open-text feedback. 

To date, Flix has analyzed more than 3.2 million text comments using Caplena. 

Already in the first year, these insights supported measurable improvements in several key operational areas: 

• +38% punctuality 

• +36% general cleanliness 

• +52% communication of delays 

In the years that followed, improvements became less defined, but Caplena’s analysis continues to help Flix identify new operational focus areas and continuously improve the passenger experience. 

App store reviews 

Flix analyzed app store reviews from 10 app stores using Caplena in close collaboration between operations and the consumer apps teams. 

While app ratings were generally high, the analysis showed that only around 25% of written reviews focused on app functionality, while the majority related to operational aspects of the journey. The topics closely mirrored those seen in post-ride surveys, but app store feedback skewed more negative and lacked the context needed to take action, as comments are not tied to a specific ride or route. 

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“We found that only about 25% of app store reviews were actually about the app. The rest were about the trip, but they don’t tell us which line or which driver they’retalking about. The consumer apps teams and my team were looking for a win-win situation where we could make this feedback more actionable.

Tal Schechter

Head of Ops Compliance Ecosystems

To address this, Flix is working toward offering passengers a lightweight way to share feedback directly in the app about their ride, without requiring a full survey. By capturing feedback closer to the moment of the experience and linking it to the specific journey, the teams aim to make operational feedback more actionable and reduce reliance on app store reviews. Once the feature is available in the app, that feedback will also be analyzed through Caplena.

Driver feedback 

Flix also collects feedback from drivers through its driver app, with comments submitted in more than 20 languages. While volumes are lower than passenger surveys, this feedback provides important signals about the driver experience. 

As Flix looks ahead, retaining experienced drivers and maintaining engagement is an increasing focus, particularly in light of expected driver shortages in the coming years. 

 Caplena is used to translate and categorize driver comments, which are analyzed alongside qualitative interviews to identify recurring themes related to driver satisfaction and working conditions. 

Feedback from the driver survey is informing initiatives within Flix’s driver excellence program, with improvements planned for 2026. 

The impact: Making feedback usable across the organization 

By centralizing qualitative feedback in Caplena, Flix changed how feedback is used across the organization. Instead of being reviewed in isolation or analyzed manually by a small group, insights are now structured, shared, and embedded into existing operational workflows. 

This shift has led to several tangible changes: 

• Feedback as a shared operational input 
  Qualitative insights are no longer confined to a single team or discipline. Feedback is used alongside quantitative metrics such as NPS and has become a shared input into operational discussions across regions and functions. 

• Broader access to insights across the organization 
  Insights are consumed by various internal stakeholders, including operations managers, country leadership, network planning teams, and executive stakeholders. 

• Faster access to insight without manual analysis 
  Teams can quickly identify recurring issues and key drivers of the journey experience without relying on time-consuming manual analysis, enabling faster responses to operational challenges. 

• Consistent decision-making across markets and teams 
  Because feedback from different sources is analyzed using the same structure and logic, teams can compare insights across regions, routes, and populations with confidence. 

• Empowerment of non-technical stakeholders 
  In addition to distributing insights through Power BI via Caplena’s API, Flix is increasingly using Caplena’s native Insights reports to make qualitative feedback easier to explore for non-technical stakeholders. 

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“Caplena is our invaluable partner in comprehending the voices of our passengers across the globe. With the capacity to manage vast volumes of open-ended responses in multiple languages, it auto-categorizes topics, providing insights into aspects like driver behavior, punctuality, and hygiene, while maintainingneutrality and objectivity. This empowers us to pinpoint areas for improvement without biases, ultimately enhancing our operations and customer experiences.”  

Tal Schechter

Head of Ops Compliance Ecosystems

Smart Columns: enriching feedback with operational context 

As Caplena’s reporting capabilities evolved, Flix began importing additional quantitative variables alongside qualitative feedback. This allowed teams to enrich feedback data with more operational context, without disrupting the data team’s existing workflows. 

Using Smart Columns, Flix adds contextual information such as business region and country directly within Caplena. One example is mapping internal partner IDs to partner names, enabling teams to analyze partner-related topics in feedback without having to switch between systems or reference external tables. 

This approach makes it easier for operations teams to explore and interpret feedback in context, while keeping data pipelines and reporting processes unchanged. 

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Once the Smart Columns feature was introduced, our operations team was able to start augmenting the data with what was useful for our analysis, without pulling the data analysis team away from their roadmap.” 

Tal Schechter

Head of Ops Compliance Ecosystems

Looking ahead 

Flix continues to expand how it listens to feedback across its ecosystem, extending beyond passengers to include drivers and traffic control dispatchers. The goal is to give more groups a voice and use their feedback to drive concrete operational improvements. 

At the same time, Flix is broadening access to qualitative insights across the organization. With Caplena as its central feedback system, more teams are able to explore passenger feedback, interpret insights, and take action without relying on specialized analysis or manual reporting. 

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“We’re finding more ways to give everyone a voice. Not only passengers, but also drivers and traffic control dispatchers. That’s the power of having such a wide reach with our reports. We’re still expanding new ways to interpret feedback data and take action on it across the organization.” 

Tal Schechter

Head of Ops Compliance Ecosystems

By combining broader listening with greater self-service access to insights, Flix has built a scalable foundation for understanding experience and continuously improving how journeys are delivered.