Lime selects unitQ to power its global Voice-of-the-Customer strategy

SAN FRANCISCO, Oct. 8, 2025 /PRNewswire/ -- unitQ, the leading customer insights platform, today announced that Lime, the world's largest provider of shared electric scooters and bikes, has selected unitQ to unify and operationalize its Voice-of-the-Customer (VoC) efforts across more than 200 cities worldwide.

As a global operator with diverse regulatory requirements across regions, Lime needed a centralized, scalable solution to quickly identify, categorize and act on customer feedback across all channels. unitQ provides Lime with real-time insights by aggregating data from sources including app store reviews, social media and support emails, allowing the company to elevate its quality operations and customer experience.

Identifying trends faster

Before adopting unitQ, Lime faced the common challenge of siloed data and manual analysis, limiting its ability to react swiftly to customer needs. unitQ's AI-powered platform has since enabled Lime, which offers a massive amount of rides daily in cities around the world, to identify trends faster, track feedback by cohort or region and proactively support product and operational decisions.

"unitQ has made it a lot easier for us to react quite quickly to any abnormal changes in feedback that we see. So this means that if a new product has launched or a test that people are instantly writing in about or tweeting about, for example, we are able to pick up on that really quickly," said Robyn Andrews, Voice of the Customer Manager at Lime.

A longtime advocate for unitQ, Andrews brought the platform to Lime after experiencing its impact at a previous company. One of her most valued tools within unitQ is Impact Analysis, a feature that correlates user issues with key performance metrics. "Impact Analysis is probably my favorite feature because I think it very clearly helps you scale up an issue and understand what effect it has on key KPIs. I kind of use it as my gospel," she added.

Driving collaboration, alignment

unitQ's platform is also driving collaboration and alignment across Lime's teams, from product and engineering to content and operations. Features like agentQ, root cause analysis and real-time anomaly detection have empowered Lime to optimize its workflows, reduce feedback noise and improve issue resolution time across the board.

"We're thrilled to support a trailblazer like Lime in their mission to deliver world-class rider experiences," said Christian Wiklund, CEO and Co-Founder of unitQ. "This partnership demonstrates how global, customer-centric organizations are leveraging quality data to move faster, stay ahead of issues and build stronger relationships with their users."

About unitQ

unitQ, the leading customer insights platform, enables businesses to pinpoint real customer issues and needs instantly with AI. AI agents automatically transform customer feedback from diverse channels — such as support tickets, product analytics, app stores, social media, surveys and more — into actionable insights in real time.

Companies can drive product innovation, streamline issue resolution and elevate customer experiences, all guided by the authentic voice of their customers. AI agents aggregate and categorize all customer feedback into thousands of granular categories, ensuring organizations always understand precisely what matters most to their users.

Robust dashboards and alerts monitor customer experience trends and competitor offerings in real time. Accelerate product development cycles by closely tracking customer reactions to launches, identifying top feature requests and prioritizing roadmaps based on key performance indicators such as retention, Net Promoter Score (NPS) and Customer Satisfaction (CSAT).

Global brands — including Bumble, Zendesk and PayPal — trust unitQ to drive growth, reduce churn and build lasting brand loyalty.

For more information, contact David Kravets at [email protected].

SOURCE unitQ