Case Study: Calvin Klein achieves data-driven decision-making with Mopinion

How Calvin Klein makes data-driven decisions with Mopinion

Calvin Klein, a leading global fashion house, prioritizes data-driven decision making across its digital channels and needed a reliable way to answer the “why” behind customer behaviour. The challenge was to validate ideas before implementation by combining quantitative behaviour data with qualitative customer insights and to target the right questions to the right visitors to uncover underlying motivations and pain points.

Calvin Klein implemented Mopinion’s targeted on-site feedback—a permanent feedback button plus surveys on Payment and Confirmation pages and for specific campaigns—using short, timed surveys with open response fields and granular activation rules. Regular analysis (bi-monthly for core surveys and immediate review of one-offs) uncovered a UI-related credit-card issue that, when fixed, greatly increased successful payments, and surfaced important customer preferences around model diversity and sustainability; overall the feedback program improved experiment success rates and generated company-wide insights.

Calvin Klein

Davy Schuyt

CRO Manager