Case Study: Nederlandse Loterij achieves seamless mobile customer experience and actionable player feedback with Mopinion

Nederlandse Loterij doesn’t gamble with customer experience

Nederlandse Loterij, the operator behind brands such as Staatsloterij, Lotto and TOTO, aims to contribute to a happier, healthier Holland and is one of the country’s largest sports sponsors. With nearly 70% of traffic on mobile and very different customer journeys across products, they needed a reliable way to collect player feedback—including from users who drop out of funnels—to improve the online and app experience.

They implemented Mopinion’s feedback analytics to trigger contextual, configurable forms and monitor responses via a central dashboard. Monthly analysis and trend alerts gave direct insights (for example, pinpointing a login issue affecting a specific user group) that allowed fast fixes and ongoing optimization; Nederlandse Loterij is now also exploring CRM integration to enrich customer-service workflows.

Nederlandse Loterij

Maurice Meijers

Head of Online Design & Development