Mopinion Debuts 'Customer Journey' Survey Tool

Netherlands-based customer feedback specialist Mopinion has launched a new solution to help companies collect, analyse and act on direct feedback from customers as they move through their web sites.

Mopinion has its HQ in Rotterdam and an office in London, and offers staff and customer feedback software for a full range of 'touch points' within an organisation. Its new 'Online Customer Journeys Programme' has been developed to help clients gain insight into individual online customer journeys and see in real-time what visitors experience and think of web site processes such as self-service tools or product and corporate content. A Mopinion Dashboard then allows users to see which online journeys need immediate attention, and to compare individual journeys to industry sector averages.

In addition, the solution triggers mini-surveys based on a visitor's actual behaviour, featuring relevant questions about what the customer is experiencing at that moment - for instance while ordering a product, or browsing.

Founder and Managing Partner Udesh Jadnanansing (pictured) comments: 'Companies that only conduct traditional methods of online research, such as post-sale surveys, are missing out on the actual events and actionable insights to improve the customer experience as they happen. Our solution offers a new approach which works with desktop, tablet and mobile operating systems, and combines web analytics data with behaviour patterns; alerting you to things that seem to be driving potential business to competitors.'

Web site: www.mopinionlabs.com .