Case Study: Hygga achieves real-time customer insights and improved NPS with Lumoa

Hygga - Customer Case Study

Hygga, a Helsinki dental clinic with 800 employees and one of Finland’s largest private clinics, needed to become more customer‑centric but had limited resources and low, non‑diagnostic feedback from prior invoicing surveys. To better understand drivers of patient satisfaction and enable a customer‑focused culture, Hygga turned to Lumoa.

Lumoa implemented NPS surveys using the Lumoa webform with feedback flowing in real time into Lumoa’s analytics, integrated into Hygga’s systems and tailored to dental‑specific categories (e.g., dentophobia). Lumoa’s easy UI and root‑cause classification let managers act on everyday issues; the voice of the customer now drives decisions across the organization, Hygga reports a high level of NPS and improved customer‑focused practices that strengthen loyalty and competitive advantage.

Hygga

Kaisa Mikkola

Head of the Clinic