Case Study: Lojer Group improves real-time customer feedback with Surveypal

How Surveypal helped Lojer Group improve their customer feedback strategy

Lojer Group, the largest manufacturer of medical furniture in the Nordics, wanted a faster way to track and respond to customer feedback in real time across phone, email, and online requests. Surveypal helped them build a more automated feedback process, using an integration with Freshdesk, their customer support platform.

With Surveypal, every resolved customer care case now triggers a thank-you message and feedback survey, while negative responses or low NPS scores automatically alert the customer care team for immediate follow-up. Surveypal also helped Lojer redirect praise to agents and expand feedback use across satisfaction tracking, personnel queries, e-commerce, and event management, including managing sign-ups for more than 400 guests at its 100th anniversary event.

Lojer Group

Martin Härmälä

Marketing Manager