Trenitalia, the main Italian railway company of the Ferrovie dello Stato Italiane Group, founded in 2000, operates long-distance, regional and local passenger services. In 2022, it carried more than 600 million passengers and covered more than 300 million kilometers, standing out for its high-speed Frecciarossa trains.

Trenitalia needed a solution that would enable continuous and structured collection, analysis and monitoring of customer feedback.

In the absence of continuous and timely monitoring on the channel of customer feedback and satisfaction level, it is more difficult to identify pain points in the purchasing process and to collect suggestions from customers themselves regarding additional issues of interest.

By identifying the strengths and weaknesses of the process, timely and effective intervention actions can be defined.

The main goal of the project is to improve the shopping experience on digital channels by enhancing user interaction through targeted evolutionary interventions derived from the analysis of feedback collected from customers. In addition, it is intended to gather suggestions, in real time, to better understand additional specific user needs at various critical points in the buying process.

Expected benefits:

1. Improved customer satisfaction level on the purchase experience from digital channels
2. Increased conversion of completed purchases through the implementation of targeted evolutionary interventions.
3. Improved collection of real-time feedback , enabling quick and timely adjustments to the user experience.