Weighted Feedback

In some cases you will want to weight the responses to ensure you get more meaningful results and insights. There are two main reasons for weighting results:

Ensuring insights are generated based on the responses that are most important for your business. Lets say you get 80% of your revenue from your B2B customers but they only represent 10% of the answers. When you look at non-weighted results, as B2C is over represented, you may take decisions that harm your revenue. For that reason, you may want to weight your results so B2B responses account for 80% of the overall scores and insights. Weighting feedback allows your metrics to better reflect the kind of data you are receiving. Essentially, if you receive feedback from one of your special customers talking about High Pricing, that feedback will matter more than normal customers feedback talking about the same thing.

Mirroring a real world group of respondents so the respondent distribution of the weighted respondents mirrors that of the population you are researching. Let's say that you operate in Finland and Sweden, with your customer base split 50/50 between the two countries. If you response rate to a survey is 80% Swedish residents, and 20% Finnish residents, you know that Swedish issues would be overrepresented. Therefore, you can assign weight to the Finnish feedback, so that it is more represented in Lumoa, and so that those issues won't be drowned out.

To get started, you just need to follow the following steps:

1. Configure your file with the weighted feedback

The first thing you will have to do is configure your file so that weighted feedback can be applied in Lumoa.

If you have an API connection, contact your Lumoa CS Manager or write into help@lumoa.me, and they can help you to configure weighted feedback. Read more about our API here.

The file will need to have a new column added to it called "fbweight". Our data template with the "fbweight" column already formatted can be found here. The "fbweight" column needs to have all of its rows be numbers - with higher numbers corresponding to a higher weight. Note that there is no limit to the amount of weight you can assign, but you should read on to the "how it works section" before you give a weight of 9 million.

From there, assuming all of the other columns are correct, your data is ready to go! Simply deliver the file to Lumoa and we can upload it!

How it works

Weighted feedback will affect your overall score, and is determined by the weight used and the amount of feedback in the collection (learn what a collection is). For example, a feedback with a score of 1 but a weight of 10 will be equivalent to 10 feedbacks all with a score of 1. The same is true for other scores and other weights.

Essentially, if you choose X weight on a certain feedback, then Lumoa will update your overall score as if it received X amount of feedback with the selected score.

Viewing your weighted feedback

Weighted feedback will be visible just like any other feedback. Opening up a comment that has weighted feedback applied to it will allow you to see the exact weight it received.

Weighted Tag

From there thats it! Your feedback will already start having its weight affect the overall score after it has been uploaded.

Talk to your CS manager or email help@lumoa.me if you would like to get the ability for fbweight to be a filter! Then you can see all of the comments that have the highest or lowest weight!
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