Case Study: Musti Group saves time and money and achieves NPS 75 with Lumoa

Musti Group Saved Time and Money While Making Their Customers Happier

Musti Group, the largest pet supply chain in Scandinavia with 270 stores and more than 1 million customers, faced the challenge of managing and improving customer experience both online and in-store while avoiding the time‑consuming task of manually analyzing thousands of feedback comments. To measure CX consistently they use Net Promoter Score (NPS) and turned to Lumoa to automate analysis and generate actionable insights from post‑purchase surveys.

Lumoa analyzes Musti Group’s NPS survey responses, highlights the factors driving satisfaction or dissatisfaction, and provides a shared dashboard so executives, country managers and store teams can compare NPS by store, area or country and act quickly. The solution saved Musti Group time and money by removing manual analysis, empowered store managers to focus improvement efforts, and contributed to strong results — a group NPS of 75 and an NPS of 80 for Musti ja Mirri in Finland.

Musti Group

Juhana Lamberg

Country Manager