Etuma

Etuma, based in Finland, runs a text analysis service for free-text feedback from customers and staff, including survey answers, emails and social posts, and sorts it into consistent categories. It reports having processed over 200 million such comments for clients over five years.

What Etuma offers

• Automated text analysis — uses natural language processing and AI rather than manual review to categorise feedback.
• Platform connectors — links to survey tools, customer experience management systems, contact centre platforms and social media sites.
• Spontaneous feedback support — also processes feedback arriving through email or web forms.
• Industry categorisation — covers more than twenty industries as well as human resources functions.
• Multi-language processing — analyses feedback in languages including English, French, German, Spanish and the Nordic languages, reporting results in one chosen language.

Who it works with

Among Etuma's users are an airline and a city authority that track service problems and residents' views with it, alongside organisations across a range of industries.

Key facts

• Based in: Finland