Case Study: Translink achieves a seamless, customer-centric online experience with Mopinion

Translink provides a seamless online experience with customer feedback

Translink, the operator behind the Netherlands' OV‑chipkaart, serves millions of travelers and nearly 9 million annual online visitors through mobile apps and a mobile-first website. While aiming to deliver a personal, seamless online experience, Translink found its occasional website surveys produced noisy feedback influenced by offline travel issues (delays, driver conflicts) and lacked the targeted insights needed to improve digital services and mobile apps.

Translink implemented Mopinion feedback forms during and after online processes to capture relevant, anonymous customer insights (CSAT and Customer Effort) and monitor real‑time responses. This approach enabled rapid issue detection—resolving a bug hours after a feature release—and kickstarted callbacks to close the feedback loop, forming the basis for a continuous improvement program across apps and service channels.

Translink

Milou van Hagen

CX Advisor