Case Study: Terveystalo achieves actionable customer insights from NPS feedback with Lumoa

Terveystalo Turned Nps Feedback Into Actionable Insights

Terveystalo had been collecting Net Promoter Score (NPS) but found the numeric score alone didn’t tell them what to do next. Wanting to bring customers closer to strategic decisions and turn feedback into action, Terveystalo adopted Lumoa’s tool to capture and structure open‑text NPS feedback so they could understand the reasons behind score changes.

Using Lumoa, Terveystalo now analyzes open feedback at scale to identify what drives increases and decreases in NPS, validate hypotheses, and guide development of digital services, web and mobile apps. The platform made customer voice a permanent part of daily routines—feedback is collected from the whole customer base, shared across units, used to prioritize improvements, and has helped motivate employees while informing measurable changes in service and product development.

Terveystalo

Riitta Vuorelma-Iho

Director of Customer Experience