Case Study: Away achieves better customer insights and a smoother shopping experience with Mopinion

From Gaps to Growth: Away’s Journey with Customer Insights

Away, the American luggage and travel accessories brand, wanted better insight into the online shopping journey beyond social media feedback. The team needed a way to understand customer needs during browsing and purchasing, and turned to Mopinion for an efficient customer feedback solution on its ecommerce site.

Mopinion implemented embedded in-page feedback surveys across key points in the shopping journey, combining ratings, open-ended questions, and order-confirmation questions. This gave Away real-time qualitative and quantitative insights, helped uncover issues like the need for clearer lock instructions, improved customer experience before and after purchase, and made decision-making more informed while remaining low-effort to run.

Away

Ben Schweitzer

Director of User Experience