What is a collection?

Essentially, a collection is a place where Lumoa stores similar kinds of data. If it helps, you can think of them as buckets.

Each collection (or bucket) usually has a metric associated with it, such as NPS or CSAT. Usually, all of your NPS data goes into the NPS collection and your CSAT data goes into the CSAT collection. We would want those data points to be separated because the scoring metrics are different - a 3 in a CSAT survey is not terrible, but a 3 in a NPS survey is quite bad. Having those in the same collection (or bucket) would skew the Lumoa analysis.

How do I know when to create a new collection?

Usually, data needs to be stored in a new collection if it is a new metric (such as your first CSAT survey) or if its a new touchpoint. An example is that if you survey your customers using NPS, but you also survey your employees using NPS, you wouldn't want both of those touchpoints in the same collection, even though they are the same metric.

We also have a flow chart to help you with the decision making process:

Flow chart
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