Lime’s Voice-of-the-Customer manager explains why unitQ is a 'game changer'

As the Voice of the Customer Manager at Lime — one of the world’s leading electric vehicle sharing companies, operating in around 30 countries globally — my mission is to make sure our customers are heard. Every day, I gather, interpret and distribute customer feedback to ensure our teams are aligned around what truly matters: The rider experience. That’s why I turned to unitQ.

Life before unitQ: Fragmented, reactive and manual

Before unitQ, understanding our customers across multiple feedback channels — support emails, app store reviews, social media, and more — was a complex, manual process. I was cobbling together data from different tools, juggling spreadsheets, and trying to uncover insights fast enough to make a difference. The customer feedback data was siloed, and our response to issues was often reactive, not proactive. It wasn’t just time-consuming, it was inefficient and risked missing critical customer signals.

Watch Robyn Andrews, Voice of the Customer Manager at Lime, explain her unitQ use case in depth here.

unitQ changed the game

unitQ changed everything. I first discovered the platform at a previous company, where I used it for two years. It was, quite literally, life-changing. So when I joined Lime, bringing in unitQ was one of my top priorities. It’s intuitive, scalable and — most importantly — accessible for teams across the organization, from engineering to content to product.

At Lime, unitQ helps us categorize and analyze feedback almost instantly. We’ve moved from one generic taxonomy to a multi-tiered system, allowing us to zero in on granular feedback trends. This level of specificity is a game changer. Now, we can see what riders are saying in real time, regardless of where the feedback comes from, and we can take action fast.

Impact Analysis: My gospel

If I had to choose a favorite unitQ feature, it’s Impact Analysis. I call it my gospel. It gives us a quantifiable view of how an issue affects our key KPIs — something that used to take hours, if not days, to figure out. Whether it's a bug report or a product release reaction, I can now provide clear, data-backed insights to the right team, quickly and efficiently.

agentQ: Always in the know

agentQ is another feature I rely on daily. It provides quick, smart prompts like “What are our biggest trending issues this week?” or “What’s blocking user growth?” The visualizations it generates are so useful, and they give us an immediate pulse on what matters most to our riders. agentQ helps with root cause analysis too, often revealing whether issues are isolated to platforms like iOS or Android. It's like having a product analyst in your pocket.

Supporting Lime’s global scale

Lime is a global brand, and each market has unique needs. unitQ helps us stay in tune with these regional differences and tailor our approach accordingly. With unitQ, we don’t need to guess — we know exactly what users are saying, from Paris, to San Francisco, to Sydney, and why.

Driving organizational alignment

unitQ doesn’t just help me do my job better. It creates alignment across departments. Engineers benefit from alerts. Product managers can validate releases. Content teams get instant user feedback on new messaging. It’s a unifying tool that makes everyone more customer-obsessed, and it saves an insane amount of time on every task.

I can't imagine working without unitQ

I’ve done my time manipulating data manually. And I don’t want to go back. The difference unitQ makes — speed, clarity, breadth — is unmatched. It’s rare to find a platform that’s both deeply powerful and truly easy to use. That’s why I call unitQ a game changer, and why I believe every company serious about customer experience should adopt it.

Robyn Andrews is Voice-of-the-Customer Manager at Lime.