Case Study: Claudia Sträter achieves improved customer experience and faster issue resolution with Mopinion

Claudia Sträter - Customer Case Study

Expresso Fashion and Claudia Sträter are Dutch omni‑channel fashion brands selling through stores and webshops across the Netherlands, Belgium and Germany. They needed reliable customer insights across every touchpoint to ensure their online experience supports both inspiration and sales, and to monitor ordering effort via Customer Effort Score (CES).

They implemented Mopinion’s customizable feedback solution — passive feedback buttons sitewide, a CES form on the Thank You page, a tailored dashboard, and automated alerts for negative feedback. This enabled faster detection and resolution of issues (for example fixing a frozen filter), improved the ordering experience, captured positive customer sentiment, and led to plans for targeted exit surveys to further optimize high‑dropoff pages.

Claudia Sträter

Carlos Hovel

Online Marketer