Case Study: PostNord uncovers customer experience bottlenecks and improves satisfaction with Lumoa's AI analytics

Revealing bottlenecks in the customer experience with the help of AI

PostNord, the Nordic logistics provider that handles more than 100,000 package receivers weekly and collected over 46,000 customer feedback responses last year, needed a way to turn high volumes of feedback into clear, actionable insights and to reveal CX bottlenecks that were hard to detect with traditional analytics. To address this, PostNord partnered with Lumoa and adopted Lumoa’s AI-powered customer feedback analytics platform.

Lumoa used NLP, sentiment analysis and automatic topic prioritization to combine numerical metrics with open-text feedback, detect issues like late or misdelivered packages, create automated events assigned to the right teams, and share insights across the organization—reducing manual work and enabling targeted action. As a result, Lumoa helped PostNord uncover previously hidden bottlenecks, drive customer experience improvements (including a new transparent home delivery model), act on thousands of feedback items and better predict the ROI of CX initiatives.

PostNord

Kati Packalén

Head of Customer Experience