Case Study: Spokeo achieves a scalable, insight-driven VoC program with Mopinion

How has Spokeo’s VoC program progressed since using Mopinion

Spokeo, an online people‑intelligence service, needed a more actionable Voice of Customer program than traditional site‑wide CSAT and NPS could provide. Their challenge was to capture targeted web feedback, correlate it with internal user metrics, and recruit real customers for deeper interviews so product and support teams could prioritize the right improvements.

Using Mopinion’s flexible feedback and analytics platform, Spokeo deployed four targeted survey types (permission, success, bug collector with screenshots, and announcer) plus branching logic and user‑level analytics. The program produced a pool of pre‑qualified interviewees, surfaced bug reports and UX pain points, and let Spokeo replace generic metrics with goal‑oriented success measures. Results included improved success scores, product and release changes driven by real user input, and a stronger, more customer‑centric decision process.

Spokeo

Brady Gillerlain

Customer Experience Manager