Cupra – Customer Journey

CUPRA is a Spanish car brand that provides high-performance electric and hybrid cars in the Netherlands. The cars combine sportive and electrical driving with premium design. Next to a high-performance car, CUPRA focusses on a good customer journey to make driving a CUPRA an experience. The customer journey is the process from visiting the CUPRA website to driving a CUPRA and visiting the workplace very year.

To gain more insights, we created a dashboard about the CUPRA customer journey. In this dashboard we combine quantitative and qualitative data. The quantitative data shows the process of customers moving through the customer journey. The qualitative data shows the customer experience of the customer journey, for example the NPS or customer satisfaction for a test drive. Next to the visualisation of the customer journey, we made an analysis of reviews to determine what is said about the brand and car, and what the sentiment is of the reviews. With these dashboards CUPRA is able to monitor the flow through the journey, conversion ratio’s and customer satisfaction. Additionally they get real-time insights in positive and negative mentions online to be able to pro-actively handle issues before they become to big.

  • Wilte Falkena

    Senior Data Scientist

  • Laurien Fortuin

    Data Scientist

  • Carlijn Levert

    Data Scientist