Case Study: Omoda achieves automated, actionable customer feedback with Mopinion

Omoda wants more out of feedback and appoints Mopinion as its partner

Omoda, a Dutch shoe retailer with 20+ stores and a growing international webshop and app, wanted more actionable customer feedback to shape its online and in-store experience. Until recently it relied on post-purchase email surveys and manual processing—yielding variable response rates (15–20% in-store, lower online) and insufficient dashboarding from its previous tool—so the team needed a smarter, faster way to capture and act on insights.

Omoda selected Mopinion for its advanced dashboarding, automation and text analytics. Mopinion automates survey delivery and routing, scans feedback for keywords to send items to the right teams, and provides clearer dashboards, enabling faster sharing and decision-making. Omoda is expanding feedback across checkout, FAQ and product pages and expects higher online response and improved customer experience outcomes as a result.

Omoda

Elodie Janse

Customer Experience Manager