Client Case Studies2021-10-04T11:13:47+02:00

Client Case Studies

WUA empowers a great many companies with the improvement of the customer experience and to increase digital conversion. Below you find some case studies:

How Dutch health insurer VGZ is aiming for friction-free online CX


For Dutch health insurer VGZ, it is vital that customers get the right experience on their online channels and feel emotionally involved with VGZ. They aim for a "friction-free journey," and together with WUA, they've optimized their sales and service online customer journeys in the past years.

How Canadian insurance provider ONLIA works with WUA


WUA has created an opportunity for Onlia to collect unique insights on how competitive the brand is in the market. The research conducted by WUA has helped Onlia identify where the pain points in the funnel are, allowing the team at Onlia to prioritize the most pressing experience issues for customers.  In the eyes of Onlia, more than providing insights, WUA provides actionable suggestions on how to make their business more successful.

How ING improves customer journeys in an agile and global organization


ING is active in over 40 countries. There is still a lot of value potential within the countries where ING operates, and to tap into this potential and keep up with customer expectations, ING needs to offer a best-in-class digital customer experience and move to a more efficient and scalable model.

How T-Mobile Home Netherlands doubled their conversion with more successful A/B tests


Continuous optimization is a daily task for T-Mobile’s team in the Netherlands. Yet the distance to KPN and Ziggo remained great in the past: they had to compete against the high brand awareness, and there was a need for a fresh look and a different perspective on the customer journey. With the Digital Sales Scan Telecom Package, WUA helps T-Mobile Home to close the gap with the competition.

Case: How Green Choice increased their conversion by 20 percent


In the first quarter of 2018, the marketing and digital team at Greenchoice focused on improving the digital touchpoint for the energy business proposition. They improved the look&feel, sharpened the proposition and improved in content creation and readability. With great first improvements before the research (such as a 37% increase in traffic), Greenchoice wanted to take it to the next level and focus on the digital experience.

How multiple studies helped Liander increase traffic and customer satisfaction


As a net operator Liander has more than 3 million customers that mostly turn to digital service channels when something goes wrong. In that moment, during a power outage, it’s vital the right information is presented quickly, and customers shouldn’t be bothered with questionnaires about service experiences. That means the service experience needs to be researched in a task-oriented study

Achmea and the road to the best recruitment website


In December 2017 Achmea decided to work with WUA and to purchase the Recruitment Best Practice Report 2017-2018. The construction of the new recruitment website was started in January. Based on the best practices in the report, Achmea was able to learn from the approaches of, among others, Deloitte, the Dutch government, ING, PWC,, and Coolblue.

Average Customer Satisfaction of 8,7

WUA has grown thanks to an extreme focus on quality and customer satisfaction. We believe that as a business you must deliver value that really makes customers happy in the long run. We want to initiate, innovate and build a partnership with our customers, always with business results in mind. The most important thing we hear from our customers is that they immediately get started with our research results and recommendations.

Client Cases

“This research is a breeding ground for more successful a/b tests and hypotheses”

Maarten van der Gugten, Online Sales Manager T-Mobile Home
Peter van Dartel - Suzuki

“Looking at our website and business model with a fresh look helped us improve”

Peter van Dartel, Conversion and Retail Innovation Manager at Nimag B.V. (Suzuki)
Didy Bos - Greenchoice

The WUA research is used at many levels in our marketing team. We use the research results to give a new direction to the look & feel of our campaigns. The research recommendations are also used for new a / b test ideas, in our online always-on campaigns and in our website optimizations. “

Didy Bos, Senior Online Marketeer at Greenchoice