Case Study: Cultura centralises customer feedback and improves digital journeys with Mopinion

Cultura launches 100+ A/B tests per year with Mopinion

Cultura, a leading French retail chain, faced the challenge of having a sporadic and manual customer feedback process that was poorly structured and stuck in silos. They needed a way to centralize this feedback to better identify friction points, particularly on their website's search pages, and share the insights across teams. To overcome this, they implemented the user feedback platform from their vendor, Mopinion.

Using Mopinion, Cultura created a centralized feedback process with targeted forms across key digital journeys, including search results pages. The solution enabled immediate analysis, integration with tools like Contentsquare and Jira for action, and real-time crisis management. Mopinion facilitated collaboration between teams, allowed Cultura to prioritize over 100 A/B tests per year, and had a significant impact on quickly identifying and fixing technical issues to optimise the user experience.

Cultura