Case Study: TietoEVRY improves customer experience measurement with Qentinel

Qentinel Helped Tieto to Concretize How Employees Can Impact on Customer Experience

TietoEVRY, the Nordic software and services company, wanted to make customer experience business-critical across the organization and needed more predictive, real-time ways to measure both employee and customer satisfaction. With Qentinel’s Quality Intelligence and the Value Creation Model™, the company aimed to better show how each employee could personally influence customer experience and business outcomes.

Qentinel implemented visual Value Paths and a common framework linking employee actions, customer experience drivers, and NPS to improve transparency and decision-making. As a result, TietoEVRY gained earlier, more actionable feedback, stronger dialogue between middle and top management, and customer experience was incorporated into performance discussions, helping make measurement more proactive and real-time.

TietoEVRY

Marja Leena Pinomaa

Head of Enterprise Feedback Management