When you first log in, you will be brought to the Dashboard. The Dashboard allows you to manage and organize all of your touchpoints and different sets of data. You likely have some dashboards already visible on the left side of the screen. Clicking on them, and hovering on the Information will show any description your administrators will have put in, to help explain the purpose of this dashboard:

Example Dashboard with Cards

Inside each dashboard are Cards. Cards allow you to view your all of your customer touchpoints at a glance. Following the example above, we can see our Tuusula office has an overall NPS score of 54. This score is taken from the Cards date range, which can be seen below the title of the Card. The smaller number below our score is the difference in score from the last time period.

As an example, if you had a card that was tracking your score for the last 0-30 days, the smaller number would be the last 31-60 days, so that you can quickly view which direction your scores are trending over time. The same is true for other time periods.

Next, clicking on the Cards themselves will take you to the Impact page, where you can see the actual open text responses your customers have submitted. They will also take you there based off the settings in the card. So clicking on the “Tuusula” Card will show me all of the data for the city of Tuusula, and the same is true for other cards whether they be about products or surveys, etc.

Impact Page

The Impact page is where you’ll be spending most of your time, as it allows you to see your customers open text feedback.

For example, lets say you want to start by looking at last weeks feedback. Click on the icon in the top right, select your date range, and wait a moment for the page to recalculate based on your time frame.

You can also use the quick select range from these buttons here, if you would like something a little more standard, such as the last 6 months.

Date Selector

Now that you've got your date range, you probably want to know what your customers are talking about. This can be discovered by looking at the topics. All open text feedback that Lumoa receives gets filtered into categories based on what the customer is talking about.

The topics are already sorted by highest Impact so you can see what customers are talking about most at the top. You can open up topics to reveal subtopics with the arrow to the left, and clicking on the box will show you all of the comments associated with specific topics.

Example Topics

Additionally, these number metrics on the topics display how much these topics relate to your overall score. We have further descriptions for impact calculation found here.

Lastly, in the top right of the screen, is a button that opens your filter menu. These allow you to filter data based on attributes the data was submitted with.

Filter Menu

To start, click on a filter you want, such as country or region, and then click on a sub filter, such as a region you want to view. This will then show you ONLY data that was submitted with that selected filter. This will allow you to see data from certain customer groups, regions, touchpoints, etc.

By combining topics, date ranges, and filters, Lumoa allows you to get a quick overview of what areas of your business might be lacking, and more importantly, why.

This is just a basic overview for how you can navigate the tool, and if you need more assistance, please email help@lumoa.me
Was this article helpful?
Thank you!