Another year down! Crazy how time flies. And Lumoa has been flying by as well, with over 1000+ tickets released this year aimed at improving how the platform works – based on your feedback! So let’s get started counting down our top features of the year, starting with…

By far the biggest news is that Lumoa is now a part of Netigate. We have a message from our founders that covers everything in more detail, but to be brief, this means more capabilities for you.

The Lumoa platform isn’t going away though! We expect to make lots of changes aimed at combining Netigate’s survey creation and distribution, Lumoa’s feedback analysis, into one platform that can capture the entire feedback lifecycle!

Speaking of one platform that can capture the entire feedback lifecycle, be sure to check out our two recent webinars that focus on how we expect you to use this new super platform. We have webinars from a Customer Experience and from an Employee Experience perspective. Check them out!

Ask AI had a bunch of improvements over the course of the last year, including:

What’s more, we have a webinar coming about all of the new Ask AI features we mentioned above. Check it out here, and be sure to attend where we showcase the features live!

Lumoa already had an AI that would anonymize your data, hiding personally identifying information that might be in a feedback. Now, we developed the ability to create rules and logic that will anonymize exactly what you need.

The rules can be created to do things like:

To get started with anonymization, or to get started with creating custom rules, contact your CS manager or email [email protected]!

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:

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.

We launched 4 different types of graphs and a brand new widget that you can add to the page. You can read more about the graphs in our updated Graphs article, and the new widget can be seen below – it’s a table!

The Table widget is best used when looking at a Matrix question from your survey. Such as asking a customer how satisfied they are with your Reliability, Issue Resolution, etc. The Table lets you look at all those scores and compare them against each other:

For a long while, Lumoa has prided itself on having some of the best text analytics software in the world. While that is still true, we know that not every survey you might send focuses on open text.

Therefore, we made a few changes that will allow you to get a better understanding of your data, even when there is no open text in the survey:

We are excited to enter into the world of no text analysis, with a dedicated focus on offering the best service possible. If you want to get started with analyzing surveys that don’t contain any open text comments, contact your CS manager or email [email protected].

We originally offered lots of different Insights types, but we received feedback that customers were unsure of the differences between the Insights, and when one would be more applicable than the other.

Therefore, we rolled all of our Insights types into one super type, simply called Insights:

Below you can see some Insights in action. The system flagged feedback going to the “Discounts” Topic, from our Webshop in Germany, as having increased by almost 20% since last month. This had an Impact of us gaining 1.13 NPS points, and this Insight accounts for 6% of all feedback we got this month! Read more about the new Insights in our dedicated article.

To be clear, we always supported entire surveys that don’t feature an overall score – that hasn’t changed. What we now support is the ability to analyze “I don’t know” or N/A responses associated with questions in your data.

An example for when you might want to use this is if you own a hotel, and you ask guests “how did you like the pool?” – but the customer may have not used the pool. In that instance, they should be able to put “I don’t know” or N/A, and our analytics will now accept these answers, along with the customers who do leave a score!

Previously these NA answers had to be skipped, and any text that was associated with this question would be lost – but not anymore! What’s best is that to get started, you just need to send data. No flags or features need to be changed, just go nuts!

You can choose whether you want your Groups to use OR logic or AND logic.

By default, Groups use an OR logic. Let’s assume there are two Groups:

Under the default logic, if someone is a part of both groups, they will be able to see feedback that came from either Germany or Finland.

However, we can make it so that Groups uses AND logic instead of OR logic. This means that if someone is in both of the above Groups, they will only be able to see feedback that came from both Germany and Finland.

This is done on request, and can only be turned on from Lumoa’s side. Please contact your CS manager or email [email protected] for more info. Check out our article on Groups for more information.

AI Answers allow you to create a question that will be associated with each feedback. An example question could be something like:

Our AI will then take your question, and for each individual feedback, be able to answer that question. So if you have 100 comments, AI Answers would be able to tell you how many it believes describe a software bug, or how many people are going to churn.

We recently created over 50 “out of the box questions” that can be asked and setup on your data with ease! You can even create your own questions, specific to your internal KPIs or metrics, that you want answered.

We have an article that covers AI answers in more detail, but there has never been a better time to start using them! Contact your CS manager or email [email protected] to get started!

Wow! What a year of releases for Lumoa. And this doesn’t include all the numerous backend changes to make the page smoother, load faster, and look better! We have some exciting stuff cooking up for 2025, and we hope they make it easier for you to take actions based on the voice of your customers.