“We looked into Lumoa, and we found and correlated issues that could be raised and packaged into different areas of the business, That includes small items – like improving the information on phone queues, so that a customer calling know when they will be connected. And bigger things also, like …

“Back then, the process for handling feedback was very different in the different countries, In Finland, for example, we were using Questback to send surveys, but the open feedback was analysed in a very manual and time-consuming way, and we were not able to get the most out of what …