Real-World Case Studies and Customer Success Stories with Lumoa

Lumoa helped Suunto automate consumer feedback analytics and improve their NPS process. Before Lumoa, Suunto struggled with manual feedback analysis and limited insights. With Lumoa, they gained auto...mated translations, tailored analytics, and an easy-to-use dashboard. The product enabled Suunto to democratize feedback access and improve decision-making. Suunto significantly increased their NPS score and expanded Lumoa usage across multiple teams.
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Lumoa helped WatchShop, the largest independent watch retailer in the UK, improve their website and e-commerce conversion rate by 10%. WatchShop needed better ways to understand customer sentiment an...d analyze feedback from many sources. They used Lumoa to gather and analyze feedback from surveys, live chat, reviews, and emails. The tool gave them clear sentiment scores and helped them find pain points they missed before. With these insights, WatchShop changed their user experience priorities and saw a big boost in conversion rates.
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Lumoa helps Musti Group, a leading pet supply retailer in Scandinavia, improve customer experience. Musti Group uses Lumoa to analyze Net Promoter Score (NPS) feedback from over 1 million customers a...cross 270 stores. The platform saves time and money by automating feedback analysis and highlighting key issues. Musti Group achieved an NPS score of 75 overall and 80 in Finland. Sharing Lumoa insights across the company helps managers act quickly and improve service.
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Lumoa helps PostNord improve customer experience by analyzing feedback from over 46,000 customers each year. PostNord uses Lumoa's AI-powered analytics to track and act on customer insights across th...e organization. The platform makes it easy to find issues, assign actions, and share insights with teams. PostNord developed new services, like a transparent home delivery model, based on this feedback. Lumoa reduces manual work and helps PostNord prioritize customer satisfaction.
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Lumoa helped Huel improve their customer feedback process. Huel used to collect NPS data manually and only after the first order. Response rates were low and insights were not used for strategy. With... Lumoa, Huel integrated NPS surveys at multiple customer journey points and connected feedback to Zendesk. The Customer Insights team could now analyze feedback deeply and take action. Huel increased their NPS by 10 points and improved response rates.
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Lumoa helped Parques Reunidos, a global leisure park operator, manage customer feedback from 60 parks in 14 countries. The company struggled with disorganized data, slow decision-making, and fragment...ed customer insights. Lumoa enabled fast, accurate analysis of NPS surveys, complaints, and online reviews in multiple languages. This allowed Parques Reunidos to quickly act on feedback, improve customer experience, and support business decisions across all locations.
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Lumoa helped Reima move from ad hoc surveys to real-time customer experience measurement. Reima needed a tool to analyze feedback in multiple languages and categorize it automatically. Lumoa provided... easy-to-use analytics and industry-specific categories, making it simple to share insights across the company. Reima identified and fixed issues in the mobile shopping experience and basket process. The leadership team now uses Lumoa to make decisions based on customer feedback and track improvements across regions.
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Lumoa helped Johnson Outdoors automate their NPS feedback process. Before Lumoa, the team used a manual system that caused errors and slow reporting. With Lumoa, NPS surveys and feedback analysis are... now automatic. The dashboard gives clear insights on agent and team performance. Managers can quickly see what drives customer scores and act on feedback. This improved process helps Johnson Outdoors understand and respond to customer needs faster.
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Lumoa helped One.com improve customer experience by using AI-driven analytics to gather and analyze feedback from millions of users. One.com used Lumoa to track customer journeys, share insights acro...ss teams, and enrich Zendesk data. The company increased its NPS from about 40 to 60 after using Lumoa. The Zendesk integration let support teams handle 80,000 requests per month more efficiently and reduce handling times. Lumoa insights now guide product changes and are used in board meetings for better decision-making.
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Lumoa helped Telia Inmics-Nebula improve customer feedback management. They used Lumoa to collect and analyze feedback from many sources. This showed them what issues hurt their NPS score. They chang...ed their ticket process and made other improvements. Their NPS for continuous services rose by over 250%, from 17 to 60. They also saw fewer reclamations and better churn rates.
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Lumoa helped Telia, a leading Nordic telecom, increase CSAT by 30%. Telia used Lumoa to combine feedback from many channels and get real-time insights. Teams quickly found and fixed issues, raising t...heir CSAT score from 3.5 to 4.5 out of 5. Sales also went up after using Lumoa to improve product speed. Now, dozens of teams use Lumoa to track and act on customer experience data.
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Lumoa helped Fibrus improve customer experience for rural broadband users in the UK. Fibrus used Lumoa to gather and analyze all customer feedback in one place. This led to better insights and faster... action on customer issues. Fibrus improved its NPS and Trustpilot scores. Contacts per customer dropped by 30% after using Lumoa.
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