Case Study: Heltti achieves near‑doubling of Net Promoter Score to 70 with Lumoa

Heltti Nearly Doubled Its Net Promoter Score to 70 Within Six Months of Using Lumoa

Heltti, a Finnish occupational healthcare provider serving over 8,500 knowledge workers across 500+ companies, faced a challenge with infrequent, lengthy biannual surveys that produced insights too late to act on. To get timely, actionable feedback it began using Lumoa’s customer feedback analytics platform in December 2017 so it could understand what was working and what wasn’t almost in real time.

Lumoa was integrated into daily operations and governance—NPS results were taken to the board monthly, a bi-weekly customer forum was created, and individual clinicians received feedback to enable coaching and improvement. As a result of Lumoa’s insights and the organizational changes they enabled, Heltti nearly doubled its Net Promoter Score to 70 within six months and has continued to increase NPS month over month.

Heltti

Juha Nieminen

Chief Operating Officer