Taking Data out of Lumoa
There are a variety of different ways that you can view data in Lumoa, but we know that some customers prefer to get hands on with their data and do things a bit more manually. Or, maybe you just want to put something into an excel so that it can then be transferred into a report. If either of those are true, then this article is for you.
Here we are going to cover all of the different ways you can export data from Lumoa. To start, you will have to have logged in and navigated to the Impact page. From there, you can see a button in the top right marked "Export".
Note that, for all of these options under the Export button, the system will only export whatever data is currently being displayed. If you are looking at data from a certain timeframe, with a certain filter, or even from a certain category, you will only export that data and nothing else. Keep this in mind if you were hoping to export everything out of Lumoa, that you will have to select all time from the calendar view.
The Trends export option will export a rolling average of your overall score, on a daily basis, for the period of time you have selected. If you wanted to get the average scores that are displayed in the graph of the Impact page on an excel, then this is the export you want. The system can take a variety of rolling timer periods, with 30 day rolling being the default. This can be configured from the card settings:
Once exported, you can see the average trend of feedback that you received on a given day. So, if you are exporting NPS data and you received nothing but negative feedback for a specific day, that days trend would be -100. If it was half negative and half positive, the Trend would be 0. If it was all positive, the Trend would be 100. Keep these benchmarks in mind if you are wondering what a Trend of 14 means, for example.
The Impact option is helpful for if you want to get a deeper look at the categories that your comments are assigned to. Impact will export the weights associated with each category and break them up by positive or negative for easier viewing, so that you can view a breakdown of each topics impact.
This can be helpful if you want to be able to copy all of the topics that you are seeing and translate them or cut them out and manipulate them in excel. Essentially, it's these, but put into Excel format:
Lumoa offers the ability to see the percentage of responses that are attached to each Topic. From the Impact page, this can be seen by activating the dropdown above your topics, and selecting Topic Responses. This is different than Impact - while Impact takes sentiment and score into account, viewing Responses only shows you which Topic is getting more feedback allocated to it. Exporting allows you to see this data in Excel format, where it can be further manipulated.
Exporting comments will give you all responses from Lumoa that have an open text comment associated with them. This means you will receive a comments open text response, translated and in its original language, as well as any background data that came in with the comment like Age, Country, Customer Group, etc. This method of export will NOT give you any data responses that do not have a comment associated with them. If you also want to see responses that do not have an open text response, use the following method of Export:
Exporting All Feedback
Note that even though the export says All Feedback, it will still only export the data that you are currently viewing based off of the timeframes, topics, and filters. All feedback will export you every response for you timeframe, regardless of whether it has an open text comment, and all of the data that is associated with them. So, a comments open text response, translated and in its original language, as well as any background data that came in with the comment like Age, Country, Customer Group, etc. The use case is if you want to see and manipulate all of the data that can be found when opening up a comment, as seen here.
Note that this will not export the topic that is associated with the comment. However, if you would like to have that information, you can still select that topic and use this method of export to view all of the comments that are in General, for example. Or, you can use the next type of export:
Exporting Detailed Feedback
This option will export comments and responses, similar to the previous option of All Feedback, but this one will contain additional information on the categories associated with a comment, as well as most importantly, the sentiment. At the time of writing, this is the only option that will allow you to export the sentiment associated with a comment. Sentiment, for those unaware, is the determining whether statements in the open text response are negative or positive. A comment with "great app" would have positive sentiment, and "terrible app" would have negative sentiment. These scores are on a scale of -1, meaning entirely negative sentiment, and 1, with entirely positive. A comment with a sentiment of 0.5 would be a mostly positive statement, for example.
Exporting Contact Requests
This export option will export a list of all of the customers who have said they "wished to be contacted about their feedback" when they submit feedback from the Lumoa feedback form. Note that if you do not have the Lumoa feedback form setup, or if you do not have the option for followups enabled, this export will not display any data.