Case Study: Volkswagen achieves improved online customer satisfaction and reduced complaints with Mopinion

Improving and Tracking Online Customer Satisfaction

Volkswagen launched a new website for its BlueMotion Technologies line and faced the typical risks of a new digital channel—broken links, unclear information and overlooked features—that could hurt the user experience. To identify issues early and continuously optimise the site, Volkswagen partnered with Mopinion to capture real-time customer feedback.

Using Mopinion’s event-driven, fully customisable feedback forms and Digital Insights reports, Volkswagen collected targeted sentiment and behaviour data (including exit/odd-behaviour triggers) and acted on the findings. The program uncovered and fixed multiple issues, led to clearer content and functionality, and drove steady improvements in online customer satisfaction while reducing complaints and negative feedback.

Volkswagen