Case Study: Teosto improves customer experience and NPS with Lumoa

Teosto - Customer Case Study

Teosto, a non-profit organization that manages music copyrights for more than 3 million creators, composers, and publishers, struggled to collect enough useful customer feedback to understand what customers thought and how to improve its services. Before using Lumoa, the company’s feedback tools weren’t generating enough responses or actionable insights to support decision-making.

Teosto implemented Lumoa as a customer insight platform, integrating feedback collection across its website, online portal, customer support, and Salesforce so teams could analyze feedback in one place. With Lumoa, Teosto increased feedback volumes, gained a full view of the customer journey, and began tracking NPS closely with a goal of improving it by 10% year over year. The insights also led to concrete improvements such as simplifying the license-purchasing process, making its service number free, and better managing demand during COVID-related streaming license changes.

Teosto

Miia Engberg

Chief Customer Experience Officer