How Lumoa's AI based NPS driver analytics can help healthcare industry


Customer experience is the key for success in healthcare industry. Now, the industry is highly competitive and customer experience in many cases is the deciding factor for where patients go to get care.

The quality of the treatment is obviously the most important thing. But for your patients, many other things matter as well: how friendly was the service, how professional did the personnel appear to be, what was the atmosphere like and whether the patients felt that they were taken seriously.

By focusing on its customers, healthcare providers can go above and beyond to create satisfied patients. You need tools to be on top of the feedback every day and capabilities to react on it fast - to ensure that the next patient gets the perfect experience and is willing to share the most positive review on your business.

Benefits of Lumoa's service


Fast: Improve customer retention by solving the key issues immediately.


Focused: Understand what drives customer experience both on spot and digitally.


Actionable: Take care of your clients by identifying the problem and contacting those who have a risk of churning.

"The patient needs to be seen as a customer and to be treated with appreciation and care.  Clinical quality alone is not enough, there must be genuine interaction between the customer and a service provider."

Kaisa Mikkola

Head of the Clinic, Megaklinikka

Use cases

Understand customer experience drivers. Understand the most critical factors driving Net Promoter Score up or down.

Employee coaching for best practices. Identify best practices in the operations and the ways to delight different customer segments and improve the guest experience by coaching employees.

Quantify the value of service mindset to customer experience. Understand how much the service mindset of your personnel influences the Net Promoter Score.