DARS – Automated User Experience Measurement

Enhancing Motorway User Satisfaction Through EpisXperience Platform

DARS CX Measurement

DARS is the Slovenian motorway company committed to upholding exceptional levels of satisfaction among motorway users.

  • Clients
    DARS
  • Industry
    Public Services & Infrastructure
  • Years
    2014 - Present
THE CHALLENGE

Moving from the Traditional to the Digital

In 2008, DARS began measuring user satisfaction twice per year using an old-school, time-consuming, and costly satisfaction survey. Hence, there was a constant push for a transition from traditional satisfaction measurement methods to a contemporary digitalized approach to measuring CX in real time.

OUR SOLUTION

Re-imagining the CX Measurement
To follow DARS’s strategy of sustainability and digitalization, we re-imagined the CX measurement program concept to ensure digitalization with continuous customer satisfaction insights.

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Touchpoint Identification and Digitalization

We identified the touchpoints where DARS’s CX measurement could be digitized. The first touchpoint was the online sale of the motorway vignettes, where we captured buyers’ details so we could provide them with online satisfaction surveys with invites automatically distributed via SMS.

Other touchpoints were added later, such as date capture and the launch of satisfaction surveys both during phone communication, when scrolling on DARS’s website (DARS also runs the separate website Promet.si, providing real-time traffic info on conditions in Slovenia), as well as during chats or on social media. A separate touchpoint was established via the client’s in-house support center.

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Building the Single Dashboard

With data-sources pouring in continuously from various touchpoints, we needed to connect them via APIs and merge them into top-level satisfaction indexes to display them on an interactive, real-time dashboard.

We developed a complex system of weighting the individual indexes as well as using AI to code and categorize open answers.

We implemented the EpisXperience Campaign Suite to quantify user experience and to automate emails and SMSs about events such as traffic jams, accidents, weather conditions, and similar.

THE RESULTS

Continuous Measurement and Communication to improve the CX

Not only have DARS’s satisfaction indexes improved since being automated, the system also allows motorway users to give feedback, explaining the reason behind any troubles they might have experienced.

10,000+
surveys answered in 2022

50,000+
surveys answered expected in 2024

80,000+
users registered for measurement

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Consultant
Luka Žitko
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