Case Study: Vattenfall optimises digital customer journeys with Mopinion

How Vattenfall optimises digital customer journeys with Mopinion

Vattenfall, a leading energy supplier serving over 2 million customers in the Netherlands, needed a better way to collect and act on digital customer feedback across its website, app and email journeys. The company wanted a solution that could support its voice-of-the-customer program, improve journey performance, and meet strict privacy and user-management requirements, so it turned to Mopinion.

Mopinion provided Vattenfall with flexible feedback forms, CES and exit surveys, strong user management, and controlled publishing tools for web and mobile feedback. With Mopinion, Vattenfall made its teams more data-driven and customer-oriented, and by using survey insights to adjust journeys, it saw a clear uplift in CES scores and better overall optimization of digital experiences.

Vattenfall

John Tran

Digital Analytics Lead