We recently sent out a NPS survey to all of our customers, asking them how likely they were to recommend Lumoa to their friends and colleagues.

This was a relationship survey, where we wanted to measure the overall health of our relationship with our customers, rather than a transactional survey which is designed to measure a specific interaction. Our recent blog article on the difference between transactional surveys and relationship surveys is a good starting point if you want to learn more about this.

When assessing NPS results it is useful to check out industry benchmarks to see how you are performing in relation to the rest of your industry. Our overall NPS score was 71 which is something that we are really proud of given that the benchmark in our industry is 26.

The results of the survey were shared with everyone at Lumoa – with all staff members having access to the dashboard. It is well known that the business leaders of today democratize CX within their organizations, with all employees knowing the status of their Customer Experience and being held accountable for it.

Now, getting the data (survey results) is relatively easy (or wee buns as they say in Belfast!). But as we at Lumoa tell all our customers on a regular basis – it’s what you do with the data that is going to differentiate an outstanding customer experience program from a mediocre one.

The most successful companies are those that analyze their customer data and use it to guide decisions made about things like customer service best practices, saas product development and future marketing strategies.

They also use it to close the loop with their customers, letting customers feel heard and turning detractors and passives into promoters.

According to Fred Reichheld, the creator of NPS, improving your NPS can result in numerous business benefits such as higher margins (promoters are less price-sensitive than detractors), increased annual spend (promoters tend to buy more), greater cost efficiencies (detractors complain more and cost more to serve), higher retention rate and higher advocacy levels – what’s not to love?

Closing the loop with customers at Lumoa

One of our customers in our recent survey gave us a score of 2, so he was very firmly in the detractor camp!  When Carlos, our Head of Customer Success, saw the score and accompanying feedback he was able to fix one of the issues raised within 30 minutes.

He then contacted our customer to thank him and let him know what we had done. Kudos to this customer as because of his feedback our API documentation is now super easy to find in the Product section of our website! The customer got back to Carlos and said:

We have since also developed a feature based on his feedback whereby you can manually amend sentiment (on the odd occasions that it doesn’t appear correct). This is how you turn your detractors into promoters and shows the power of closing the loop!

Positive feedback that aligns with our principles

Some of the feedback that we received mentioned our marketing, and said things like this:

Our intention when producing material at Lumoa is to always be customer-focused and provide resources that are really educational and useful – so it means so much to us when our customers tell us that we are nailing it!

A lot of other amazing comments related to:

• The high quality of our data analysis

• How we help our customers improve their customer experience

• Ease of use and our good-looking UI

• Our great new features

• Quick turnaround specific to onboarding

• Our collaborative way of working

• High standard of our technical support

It gives us Lumoans a real buzz when we get feedback that calls out all the things that we have been focusing on, with customers saying how these things are appreciated and noticed and how they have helped in some way.

Lumoa is all about making customer-centricity simple, delivering business impact and using AI to allow our customers to move at speed from data collection to strategic action. When our customers mention these things in their feedback we know we are on the right track.

Development areas and Lumoa’s action plan

So, when we finished reading all the awesome feedback that we received from our customers, we obviously did a big group high-five, and then……… we got back to work!

At Lumoa we know that we will never be the finished product – we always want to be learning and getting better and using what our customers tell us to solve even more of their problems – to help them grow as we grow.

From this survey, we know the main areas where we need to develop, and we have already hatched a plan as to how we will do this:

1. Get more responses to the overall survey – our next step is surveying customers when they are actually using Lumoa – making sure we are asking for feedback at the right time and hopefully getting richer insights as a result.

2. Some feedback was around improving our technical documentation and having case studies on the website. We are currently updating our documentation, making it easier to find the case studies that we already have on our website, and creating more – to spread the word about how Lumoa is being used to help successful companies achieve their business goals through customer centricity.

3. Improved features such as the ability to print reports and UI/UX updates to make navigation even more simple – watch this space people, these are both in development.

Exciting times ahead for us Lumoans! And we couldn’t do it without our customers – so thanks to you all for your feedback, both positive and negative. We look forward to taking it all on board as we strive to be CX leaders of the future, taking our customers there with us.

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I’m going to tell you a bit more about the new features, and how the new features will make it even easier for you to act on customer feedback.

Making it easier to act on Customer Feedback

When working with any type of analytics software, one of the most important challenges our customers want to overcome is to get away from overcomplicated software. The reason why many companies decide to invest in a text analytics software is to save time and money by not having to analyze customer feedback manually – making their work easier and more efficient.

Therefore, are we constantly developing Lumoa – trying to make it as user- friendly as possible.

The new and improved features in Lumoa is doing just that – Making it even easier for you to act on customer feedback. 

New dashboard Look

We have made some good-looking changes to the dashboard. We have changed colors, increased contrasts and fonts in the dashboard. By doing this, it will be even easier to navigate around in the dashboard. And of course, it’s just stunning to look at!

New Trendline chart

One of the biggest changes that we have made is that we have added a new trendline chart to the dashboard. The new trendline chart is located under the main trendline chart. With the new trendline chart, it’s much easier to follow the development of your NPS score. You can follow the development for the NPS score for the whole lifetime and at the same time now where (in-time) your data comes from.

Data range selection

We have added three new ways to select a time range;

1. You can choose one of the preselected ranges. Just choose between the preset time ranges 1 month, 3 months, 6 months, YTD (year today), one year or all. Use this when you quickly want to see your NPS development during these specific set of time ranges.

2. You can also choose to directly put in a specific range of dates. Maybe you want to find out what kind of feedback you were given and what your NPS score was during a specific time when you made some changes in your service or tested something new.

3. You can also use the new trendline chart to select the time range of your choice. You can drag or stretch the navigator bar to change the time range. Change the length of the navigator bar to change the time range. Drag the navigator bar across the trendline chart to change the time from what time point you want your data to come from. This is a great way to explore the development of your NPS score! By using the new trendline chart you are able to detect changes in the NPS score that stand out, and that you maybe wouldn’t have noticed before.

Time to act!

We have done many improvements to Lumoa that will make it easier for you to get your insights from your customer feedback and give you means for acting on your customer feedback, followed by improved customer experience.

Do you want to know more about Lumoa? Book a Demo with us! 

P.S. Stay up to date with new product updates by subscribing to our newsletter!

The post New and Improved Lumoa – Here are the new features appeared first on Lumoa.

Wow! Have you seen the new update?

We are happy to announce the product update that our team has been working on for the last months. The update touches all your favorite features and turns them into even more a productive toolset, so you can dive deeper into your customer feedback analysis and execute accurate actions based on that.

Let’s go through the updates one by one.

Search is here to stay!

We are happy to announce that, search, the most requested feature is part or our new release. Find fast answers to business questions searching on the fly from all consumer responses. Keep in mind that, once you search, all the dashboard components will update showing you how NPS scores, trends and impact looks like based only on the comments that match your search terms.

The updated NPS Graph. What do the numbers say now?

The NPS graph now consists of three components; the NPS score, NPS Chart and date ranges for the graph.

NPS Score

You can now change the period of NPS calculation with options to have a daily, 7-day, 30-day or 90-day range. This example uses a 30-day NPS calculation. This means that the NPS score is calculated using all the data available for the last 30 days.

This choice affects also the darker line in the chart at the right of the picture below. Here, the line is the value for a 30-day rolling NPS. This can be interpreted as at any given date of the chart the previous 30-day average value is drawn as the line value and will give you more accurate measurements of NPS varying on the period of your choice and helps you to analyze and see the changes quicker.

Tip: use longer periods (30/90-day range) to get a more stable read on NPS if you don’t receive feedback on a frequent basis. Switch to 7-day NPS to track and act on sudden changes or if you receive larger amount of NPS every. 

NPS Chart

The date range of the NPS chart can be adjusted from the right top right corner of the page. Note, the data range for the chart is different to the one at the impact factors!

Now the chart has three different values. To the rolling value you are familiar with,  we have added the daily NPS and the number of daily responses.

The daily NPS allows you to see sudden changes at a glance (can be highly volatile depending on the amount of feedback received and you might see it negative for example during the service downtimes) while the amount of feedback (bars at the bottom) shows you how reliable the data is.

The heart of Lumoa: the Impact Factors and Comments

The impact factors section has been upgraded as well, categories and subcategories are styled and, just as always, tailored to your specific company or industry.

Now you can control separately the time period for which you want to calculate the impact. This time period is visualized in the NPS trend chart by the blue box.

Tip: When you click on an impact factors, you can now analyze in even further detail the categories and read the matching comments when clicking the specific category. This allows you to get insights straight from the comments.

The comment section

Now you can see the details from each response, allowing you to get to insight faster.  The information you can find will match the filters from your company. Moreover, now you can also see all the categories and sub-categories your comment is allocated to.

The displayed comments are influenced by the impact range, filters on the left and also by the impact factors themselves.

Tip: Categorizing the feedback by the impact factors helps you to find what your customers love or hate with higher accuracy and implement actions based on the feedback.

What do you think? What is your favourite feature? What do you want to see in the next updates? Share you opinion in the comments below or with #LumoaUpdates.

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