Case Study: Vodafone Ireland drives customer-focused digital experiences with Mopinion

Vodafone Ireland drives customer focused obsession across its digital channels

Vodafone Ireland wanted to improve the online experience across its website and app, where customers handle everything from product research and purchases to support and account management. To better understand the “why” behind customer behavior, Vodafone turned to Mopinion for Websites and Mopinion for Apps after finding that analytics and heatmaps alone weren’t enough to explain user issues.

With Mopinion, Vodafone Ireland implemented a customer feedback program using conversational surveys, goal completion rate surveys, and content surveys across key digital funnels and support pages. The result was nearly 60% higher engagement with conversational feedback surveys, plus clearer insights that helped Vodafone validate ideas faster, focus on the right problems, and strengthen its customer-focused strategy.

Vodafone

Fran Jordan

Design & Content Chapter Lead