Case Study: HEMA improves customer experience insights with Mopinion

How HEMA uses customer feedback to measure performance

HEMA, the large Dutch retail franchise, wanted to keep its online experience simple and seamless for millions of visitors across its website and mobile channels. After using a feedback tool that lacked analysis and action management, HEMA turned to Mopinion to better understand what customers wanted and how they experienced key touchpoints.

With Mopinion’s all-in-one feedback analytics software, HEMA gained a customizable dashboard, task management, and clearer reporting on metrics like GCR and CES. The team now collects feedback across pages and during replatforming tests, assigns tasks more easily, and compares performance between environments, giving HEMA valuable insights into customer experience and helping improve the feedback loop.

Hema

Floor Hickmann

UX Manager