Case Study: DELTA improves online customer journeys with Mopinion

Enhancing online funnels with customer feedback

DELTA, a Dutch energy and telecom provider, wanted to improve its digital customer journey on DELTA.nl after launching a new website in 2016. The company needed clearer insight into why visitors came to the site, whether they achieved their goals, and where barriers in the orientation and ordering process might be affecting service and conversions.

DELTA implemented Mopinion feedback forms on its website, using both passive and active surveys, along with custom dashboards and metrics like CES, GCR and NPS. Mopinion helped DELTA uncover issues such as unclear application confirmations in “MijnDELTA,” leading to internal fixes that reduced phone support requests and improved ordering performance, while giving the team ongoing visibility into online customer satisfaction.

DELTA

Jasper Boonman

Web Analyst