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Articles about customer experience measuring and its management, the significance of customer satisfaction and everything interesting related to collecting and utilizing customer feedback.

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NPS – what is it and why is it important?

25.3.2019

NPS – what is it and why is it important? Net Promoter Score, NPS®️, indicates the likelihood of customers recommending a company, product or service to their friends or colleagues....
Kati Päivärinta

Why negative feedback is positive

22.2.2019

Why negative feedback is positive Very few of us can take in critique with a smile on their face. If we did that, we’d either be convinced that the person...
Kati Päivärinta

Whom are public services for?

18.2.2019

Whom are public services for? At times we should all pause at work and ask ourselves for whom are we doing this. Although our customer might concretely be close to...
Kati Päivärinta

Not as bad as commonly assumed

5.12.2018

Not as bad as commonly assumed The conversation had in the media would have you believe that all public health care customers are very unsatisfied with the service quality. It...
Kati Päivärinta