Case Study: Robeco achieves real-time CX insights and faster online improvements with Mopinion

Robeco improves the online experience with customer feedback

Robeco, a long‑established international asset manager that moved to a 100% online retail model, needed to better understand why customers were dropping out of digital journeys and how to serve a younger, self‑service oriented audience. Existing feedback was fragmented across two tools, leaving the team without a clear overview, slow to respond, and unable to capture the emotional drivers behind behavior at key touchpoints.

By adopting Mopinion for unified feedback collection, Robeco gained customizable dashboards, action management and real‑time CX metrics (CSAT, GCR, CES) triggered across the site and post‑transaction. The platform made it easy to close the feedback loop, prioritize fixes, monitor the impact of changes, and act faster on dropouts—leading to improved self‑service, quicker wins, higher conversions and cross‑sales, and a clearer roadmap for improving the online customer experience.

Robeco

Sanne IJben

CX Manager