Case Study: Conrad Electronic achieves an optimized online customer journey with Mopinion

Conrad stays ahead of the curve with Mopinion feedback

Conrad is a European electronics and technology retailer with a large Dutch webshop (nearly one million products) that operates entirely online and is increasingly focused on B2B customers across multiple countries and payment methods. That complexity made it hard to fully test every release and quickly surface real customer pain points in the ordering journey, so Conrad needed a reliable way to collect, prioritize and act on customer feedback.

Conrad implemented Mopinion across dozens of touchpoints—persistent feedback button, exit surveys, CES on the thank‑you page, NPS after service and even guided telemarketing forms—then centralized and filtered responses into Google Sheets for weekly cross‑team review. The feedback revealed priority issues (payment modules, middleware, promo codes, old accounts, delivery times and search), allowing the team to fix and prioritize improvements, confirm 80–90% customer satisfaction, gain clearer B2B insights and continually optimize the online customer journey.

Conrad Electronic

Matthijs Gaikema

Head of Analysis & Control