This guide will walk you through how to format your Excel data for Lumoa.

Before you begin

🔑 Permissions: Please note that you need Admin access. Learn more about Lumoa roles and permissions. You can request this permission from an existing Admin or through Lumoa Customer Service.

Before you can upload your data, please check these requirements:

Download the Excel template with correct formatting here.
- Here is an example of what single customer feedback for NPS might look like.
- Required fields are marked in blue 📘
- Optional fields in green 📗
A non-zero amount of Customer feedback is required.

Formatting the data

There are two types of data that Lumoa receives:

Score based data - NPS, Linear, CSAT, 1-5 ratings, etc.
Open Ended data - Keywords, phrases, and sentences.

Score Based Feedback

For Score based feedback each feedback must have the following 3 types of data:

Date 📅 *Mandatory	Any format that Excel recognizes as a date.
Score - 1-5, 0-10 etc. *Mandatory	Any number value.
Comment ✏️ *Mandatory	This field is mandatory for upload, but not every feedback needs to have an open text response.

Open Ended Feedback

For Open Ended feedback the same rule applies as above, only a score is not required.

Optional fields are as follows:

ExternalId 🆔 *Optional	❗Please note that the ExternalID must be unique. Alternatively, if you wish to leave this field empty, you must remove the column completely. This is because, if for example, the ExternlId is 1234, and a response in Lumoa exists with ExternalId 1234, the one in Lumoa will be overwritten with the one in the file. A unique ExternalID allows you to update feedback if customers leave a new response, or you can keep the same comment but add additional tags to the previous response, enriching it with additional data.
TranslatedComment 🇺🇲 🇫🇮 🇩🇰 *Optional	If you already have your comments translated to English, add the translations to this column. Otherwise, skip this column.
Tags *Optional	Tags are used for filtering the Feedback, for example, "gender" with the value "female". The maximum length for filter or its value is 128 characters. Please note that you can't use date/score/comment as a tag.

Conversational Feedback

Conversational data is a type of Open Ended feedback. Learn more about Conversational feedback.

For Conversational data some additional fields are required:

Cnv_Actor 🙍 *Mandatory	The names of the users in the conversation. For example, this usually alternates between "agent" and "customer".
Cnv_id 🆔 *Mandatory	Conversation ID. This ties the open texts into one conversation, and every open text in the same conversation should have the same cnv_id.
Cnv_index 1️⃣ 2️⃣ 3️⃣ 4️⃣ *Mandatory	The ordering of the conversation. 1 will be the first open text in the conversation, 2 the second, and so on. Continue until each open text in the conversation is accounted for.

Moving the data to Excel

If you want, you can Download the Template with correct formatting and copy-paste your existing data in the corresponding fields, or just create a new one.

Once done, you can either Upload your Data to Lumoa or ask Lumoa Customer Service to upload it.

Get in touch

📧 Do you have any questions or comments about using Lumoa? Please don't hesitate to email us at [email protected].