Case Study: OP Financial Group achieves democratized customer feedback with Lumoa

Democratizing Customer Experience With Lumoa

OP Financial Group, the leading financial services group in Finland, had set customer-experience targets (including NPS) but struggled to make customer feedback actionable across the organization: free-text analysis was manual, insights were siloed, and only a few specialists could extract value. After evaluating alternatives, OP chose Lumoa’s customer feedback analysis platform to democratize CX and make feedback available and easy to digest for all employees.

Lumoa delivered a fast-to-implement, easy-to-use solution focused on actionability that requires no special skills and isn’t license‑based, increasing employee access and ROI. As a result, Lumoa enabled designers, product owners and business leads to base decisions on real customer signals, react faster to trends, reduce manual analysis, and take concrete steps toward OP’s customer-centric targets driven by NPS.

OP Financial Group

Pia Hannukainen

Senior Specialist, Customer Value Creation