Case Study: Rijksoverheid.nl achieves a more user-friendly digital journey with Mopinion

Rijksoverheid.nl optimises the user journey with digital feedback

Rijksoverheid.nl, the Dutch central government website, needed a way to make its vast information library easier to find and understand for citizens. The team at Rijksoverheid.nl, part of the Dutch government’s DPC, chose Mopinion’s feedback software to better understand user needs while meeting strict GDPR and information security requirements.

Mopinion implemented embedded CSAT and CES surveys on key pages so Rijksoverheid.nl could collect direct visitor feedback and act on it quickly. The insights helped the team fix content issues, run quarterly UX reviews, and test improvements such as moving call-to-action buttons higher on pages, which increased click-through rates and supported a continuously improving user experience.

Rijksoverheid.nl

Martijn Warmoeskerken

Team Lead for UX Research & Analytics