Case Study: Etos enhances its digital customer experience with Mopinion

How Etos stays in touch with their online customers

Etos, the long-established Dutch drugstore, launched its webshop in 2019 and quickly saw customer needs change during the COVID outbreak. Because the online store was new and traffic grew fast, Etos needed a way to understand shopper expectations and gather feedback quickly. It turned to Mopinion for customer feedback software to learn what visitors needed and improve the digital shopping experience.

Using Mopinion, Etos collects feedback at key points in the journey, on content pages, and through custom-triggered forms to uncover issues and refine the website. The approach has also helped validate AI search recommendations, driving a 40% uplift in click-through rate for category suggestions and 467% for product suggestions. With Mopinion, Etos now has a stronger, data-driven way to optimize both content and customer journeys, and is extending feedback collection to its mobile app.

Etos

Emiel Hoosemans

Lead Conversion Specialist