Case Study: Veneta closes the data gap with Mopinion customer feedback

Veneta boosts customer experience with Mopinion after 32% of consumers risk abandoning brands after one bad experience

Veneta, a major Dutch online retailer of window treatments, needed to understand the 'why' behind user behavior on its website to improve the digital experience and boost conversions. While they had quantitative data, they lacked qualitative insights to explain customer actions and identify friction points. To close this gap, they implemented the Mopinion user feedback platform.

Using Mopinion, Veneta seamlessly collected non-disruptive feedback across the entire customer journey, including on product listing pages and via Customer Effort Score (CES) surveys. The solution provided actionable insights that led to concrete optimizations, such as expanding product filters and improving the color sample request process. Mopinion became a core part of their toolkit, leading to a steadily rising customer satisfaction score and a significantly improved understanding of their diverse customer base.

Veneta