Case Study: Fennia uncovers root causes in customer feedback with Aiwo

With Aiwo Fennia finds the root causes of customer feedback behind NPS numbers and open feedback

Fennia, a Finnish insurance company with over 450,000 customers, needed a way to deeply analyze the open-text feedback from its NPS surveys. Manually reviewing this feedback was impractical, and the company urgently required a solution to uncover the root causes behind customer satisfaction scores to guide its business development and improve products and services.

The vendor Aiwo implemented its user-friendly analysis platform to process the open feedback. The solution enabled Fennia to automatically categorize feedback, understand which services or channels it was aimed at, and turn qualitative data into measurable, data-driven actions. Aiwo's service provided the entire organization with deeper customer insight, revealed significant pain points, and allowed Fennia to monitor the effectiveness of its development initiatives over time.

Fennia

Heidi Nurminen

Customer Experience Director