Case Study: Helsingin Sanomat improves digital quality and customer experience with Qentinel

How to Put Customer Experience Into Perspective!

Helsingin Sanomat, part of Sanoma Media Finland, struggled to understand the overall digital quality of its online news service as media digitization accelerated. Customer feedback was fragmented across departments, and the team lacked a clear way to put complaints into perspective or measure how technical quality and content quality were affecting customer experience. Qentinel helped address this challenge with its Quality Intelligence approach and Value Creation Model.

Using Qentinel’s Value Creation Model and Qentinel Analytics dashboard, Helsingin Sanomat gained a clearer view of leading quality indicators, could prioritize the many factors affecting digital services, and used the data in daily operations, weekly steering meetings, and top-management decision-making. The results included a 15% improvement in technical quality in the first quarter and a 4% increase in very satisfied customers, while Qentinel also helped the organization better differentiate technical issues from content issues and focus resources more effectively.

Helsingin Sanomat

Maarit Lamminmäki

Helsingin Sanomat