Case Study: Stedin achieves real-time website feedback and improved online experience with Mopinion

Why Stedin’s website is ‘powered’ by Mopinion feedback

Stedin is a major Dutch network operator serving over 2 million customers in the Randstad region. Its website is a key channel for information and self-service, but Stedin struggled with a legacy feedback tool that was difficult to integrate, required manual work, and couldn’t measure critical parts of the online journey — limiting their ability to improve customer experience and reduce calls to customer service.

Since early 2018 Stedin has used Mopinion, deploying a feedback button sitewide to collect metrics like Goal Completion Rate and Customer Effort Score plus open responses. Weekly analysis alongside Google Analytics and real-time scoring lets teams spot underperforming pages and internal process issues, route detailed items for investigation, benchmark CES against other grid operators, and drive cross-departmental improvements aimed at raising customer satisfaction.

Stedin

Sjoerd Hartman

Product Owner