Case Study: URSSAF achieves real-time customer feedback and faster UX improvements with Mopinion

URSSAF fortifies online VoC program with Mopinion

URSSAF, the French organisation that collects contributions to fund the national social security system, operates a suite of online services and needed a better way to understand and improve the digital experience. Faced with the challenge of making online procedures more intuitive and adapting to visitor expectations, Nicolas Simon and his Innovation & Digital team launched an online voice-of-the-customer (VOC) program with Mopinion in 2020 to collect and analyse user feedback in real time.

Using Mopinion’s intuitive, customisable platform the team gained autonomy over campaign creation and monitoring, collected feedback on new features and performed journey reviews to profile users and surface needs. The solution enabled faster responses to improvement requests, clearer prioritisation of developments and stronger user engagement — giving URSSAF actionable insights to continuously enhance the online experience.

URSSAF