Case Study: Prins Petfoods achieves an improved online customer journey with Mopinion

Prins Petfoods improves online customer journey with Mopinion

Prins Petfoods is a Dutch family-owned pet food brand with 55+ years of history that also provides professional advice and animal-welfare guidance. Facing a major website redesign and wanting better insight into the effectiveness of its website, CareTeam support and email newsletters, Prins needed a way to measure user-friendliness and online customer satisfaction across multiple, purpose-driven pages and campaigns — information they previously lacked.

They implemented Mopinion feedback across the website and email campaigns (passive on-page widgets, embedded thumb-scoring in emails, NPS and goal completion tracking for the CareTeam), which was quick to deploy and easy to use. The platform’s dashboards and comment context helped them identify bugs, improve processes, produce monthly reports and optimize content and support — while conversion impact is still being measured, Prins already reports clearer insights and ongoing improvements to the online customer journey.

Prins Petfoods

Romy Kälin

Data & Communications Specialist