Case Study: NS (Dutch Rail) achieves higher online conversions and reduced exit rates with Mopinion

NS Dutch Rail - Customer Case Study

NS (Dutch Rail) is the Netherlands’ largest railway operator, moving nearly one million travelers daily and operating around 300 stations. As digital sales and services grew, NS needed to improve its e-ticket and business-card ordering funnels: usability issues were reducing online conversions, increasing customer dissatisfaction and driving up customer service costs.

NS implemented Mopinion’s continuous customer feedback platform to capture and analyze user input in real time, with alerts routed to the right teams. That immediate insight let NS fix malfunctioning features and design barriers, lowering visitor exit rates during the ordering process, improving online conversions and reducing pressure on customer service.

NS Dutch Rail