Stedin is a regional Dutch network operator that mainly operates in the Netherlands’ Randstad region, which consists of Rotterdam, The Hague and Utrecht. As one of the top three largest operators in the Netherlands, Stedin is responsible for the transport of electricity and gas to more than 2 million customers (including industrial customers).
The Stedin website is an important resource for Stedin customers. It supplies customers with information regarding Stedin’s products/services (i.e. information about sustainability measures, service Q&As, energy transitions, etc) and enables customers to perform online tasks such as viewing their solar panel registration, looking up who their energy supplier is (via our self-service portals), and setting up appointments for installation or maintenance.
Sjoerd Hartman, Product Owner at Stedin elaborates,
Our ultimate online goal is to provide our customers with a good online experience. The information they need should be no more than two clicks away. We see the website as our opportunity to keep the customer informed while simultaneously minimizing the amount of calls to our customer service department.
Back in 2018, Stedin’s quest for a new feedback solution was triggered by several factors. Prior to working with Mopinion, Stedin was working with another feedback tool.
‘With our former feedback tool, there were a lot of hurdles we had to overcome just to get started. Not only was the integration process with our website a hassle, but once we had the tool setup there were still many tasks we had to perform manually. We were also unable to measure the performance of certain parts of the online journey that are critical to the success of our customers’
Eager to gain better insights into how their website was performing and how they could improve the online experience (on a deeper level) Stedin employed Mopinion as its digital feedback solution.
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‘We’ve been working with Mopinion (since early 2018) as this software enables us to carry out tasks automatically and view our feedback results in real time.’
So how does this network operator collect their feedback using Mopinion? Stedin has deployed a feedback button on all pages of its website.
‘We prefer having the feedback button on all pages of our website so that when our customers want to give us feedback, all they have to do is click the button. Our forms collect metrics such as Goal Completion Rate (GCR) and Customer Effort Score (CES) as well as open and closed answer sections. Then each week we analyse the incoming data (alongside Google Analytics data) and discuss where we can improve. Open answers or more detailed feedback items are dispatched to other parts of the organisation for further investigation into problems with internal processes.
All other grid operators in the Netherlands are measuring Customer Effort Score (CES) in their feedback programmes. Collecting this same metric enables us to compare scores and establish a benchmark.’
Stedin is particularly fond of the fact that they receive feedback scores in real time as these speedy insights enable them to react quickly and efficiently.
‘We are now able to spot which parts of the website are performing well (or poorly) as well as see how our most important internal processes are performing, just by asking a few simple questions.
Using this input, the Mopinion software enables us to evaluate the results across our internal departments. As a result of these changes, we hope our overall customer satisfaction will slowly begin to improve and perform better!’
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