What is Cross Collectional Analysis?
For most of Lumoa's life, the platform only allowed you to view one metric at a time. Meaning if you wanted to look at NPS data, you couldn't actively compare those scores and open text responses with your CSAT data, at the same time. We offer analysis for any metric, but only with Cross Collectional Analysis can we see all metrics and all text responses at the same time.
An example benefit of this feature:
View an Insight Summary on ALL of your data - CSAT, NPS, CES, and more.
Get a deep dive view for a single customer - see how their support conversations influence their NPS scores
View all of your Topics together, to see what people are talking about the most, across all touchpoints
How can I turn on Cross Collectional Analysis?
As of now, cross collectional analysis can only be enabled by Netigate employees. If you would like to get started with it, please contact your CS manager or email [email protected]. If you are a Netigate employee, click here to learn how to turn on cross collectional analysis.
Once cross collection analysis has been turned on, there will be a "parent" collection and it will have "linked" collections. There is no technical limit for what you choose to be the "parent" collections or what are "linked" collections - it depends on the data you have any the analysis you are trying to achieve. Work with your CS manager or Netigate Support for more information.
How can I use cross collectional analysis?
Once cross collection analysis has been turned on, there will be a "parent" collection and it will have "linked" collections. Accessing any card that points to the "parent" collection will allow you to view the scores from the "linked" collections.
By default, when you access any card that looks at the "parent" collection all data will be visible from both the Parent and Linked collections. This includes:
Topics from all collections
Comments from all collections
Insights from all collections
Summaries from all collections
Ask Lumoa will look at all collections worth of open text responses when answering
The KPI widget is how you can display the overall scores from the "linked" collections. You can make as many KPI widgets as you need in order to display as many metrics as you want. Once your KPI widgets are created, editing the widgets will now show a new option titled "collection". These options are the "linked" collections, and selecting any will update the KPI widget to show the overall score for that collection.
Check it out in the GIF below, where we use the KPI widget to view our CSAT score:
Additionally, you can also filter down to just one collections data if you choose. From the "parent" collection we can open the filters menu, and decide which collections data we want to view. Changing this will update the Topics, comments, and Insights to be calculated on only the data that you chose.
Limitations of Cross Collectional Analysis
Impact - If you are viewing multiple Metrics, such as CSAT and NPS, the Topic Impacts will struggle to display both metrics accurately. This is because CSAT has a range of 1-5, and NPS has a range of -100 to +100. When factoring Impact, an NPS Topic having an Impact of 20 is normal, but a CSAT Topic having an Impact of .2 is also normal. This gives the impression that the CSAT Topics have little Impact when compared to NPS, but that isnt always the case.
We recommend using Topic Responses when performing cross collectional analysis, and not Topic Impacts. These will give you more accurate results.
Filters - By default, we will only display the filters for your Parent collection. There is no way to filter your data using filters from the Linked collections. However, if both your parent and linked collections have the exact same filter then you CAN filter from the Parent collection, and it will sort data accordingly.
As an example, if in my NPS data I have a filter like "Country = Finland" and in my CSAT data I have the exact same filter of "Country = Finland", then when filtering from my parent collection, it will load ALL responses from Finland, regardless of whether its CSAT or NPS.
We recommend using proper filter management with Cross collectional analysis. Speak with your CS manager to work with your specific filters and data to learn more.
Open Ended data - Open ended collections can be used in Cross Collectional Analysis, but we can only display their Topics if you are viewing Topics Responses. We cannot display Topic Impacts for them as Topic Impacts do not exist for Open Ended Data. Additionally, the Open Ended responses will have a "score" of 7. These 7's are just placeholders though, and you will not be able to see a score for "all" of your collections while you are linking Open Ended data and a score based metric, like NPS or CSAT.
Conversations - You can link Conversational data to other Conversational collections, but you cannot link conversations to other Touchpoints, such as NPS or CSAT.
Get in touch
📧 Do you have any questions or comments about using Lumoa? Please don't hesitate to email us at [email protected].