Case Study: Decathlon boosts online customer experience with Mopinion

Decathlon rolls out Mopinion feedback software in 23 countries

Decathlon, the world’s largest sporting goods retailer, needed to improve its online customer experience as digitization and omnichannel shopping raised expectations across its websites. To address this, Decathlon launched a feedback program with Mopinion feedback analytics software, first on its French and Chinese sites and then expanding to more countries.

Mopinion enabled Decathlon to collect insights on website usability, customer satisfaction, Goal Completion Rate, and feedback sentiment, all linked via API to BI tools and Google Analytics. The rollout began in 2017 and is now expanding to webshops in 21 additional countries, giving Decathlon a total presence in 23 countries with Mopinion to help optimize key journeys like product search and selection.

Decathlon