Case Study: Simple Feast gains weekly customer insights and controls churn with Lumoa

Keeping A Finger On The Pulse Of Their Customers

Simple Feast, a subscription meal delivery company, needed a way to monitor customer sentiment at a per-meal level, track churn drivers and keep the whole organization focused on the customer journey. They selected Lumoa as their CX management platform to generate weekly reports and surface actionable insights from open-text feedback, NPS and topic ratings so teams could quickly understand what customers were saying and why.

Lumoa provides Simple Feast with a repeatable weekly reporting workflow—each Monday Andreas Mikkelsen reviews feedback volume, overall NPS and topic-level scores (e.g., Taste) in Lumoa—to pinpoint issues, identify churn causes and inform changes to dishes, ingredients and delivery. Lumoa also supported fast onboarding, helped set up stakeholder-ready visualizations, and ships biweekly product updates (including a requested open-text recategorization feature), enabling clearer company-wide insight sharing and more data-driven CX decisions.

Simple Feast

Andreas Mikkelsen

Head of Customer Experience and Insights