Case Study: De Bijenkorf achieves a premium omnichannel shopping experience with Mopinion

How De Bijenkorf provides the ultimate omnichannel shopping experience

De Bijenkorf is a premium Dutch retailer with nearly 150 years of offline history and an online extension serving the Netherlands and Belgium. To deliver a consistent omnichannel, high‑service experience, the team needed more than click data and heatmaps—they needed qualitative, emotion‑driven customer feedback that could be embedded in product development and measured across journeys.

They chose Mopinion for its integrable platform and easy dashboard, feeding web, mobile and email feedback into their data warehouse and linking it to other behaviour metrics. By using Customer Effort Score (CES), Goal Completion Rate (GCR) and touchpoint metrics, De Bijenkorf boosted awareness of customer feedback in daily workflows, refined its self‑service strategy and gained actionable insights that tied project performance directly to revenue growth.

De Bijenkorf

Wouter Brackel

UX Design Lead