This page is going to document how Impact is calculated, what we use to determine if a comment is positive or negative, and more, for Open Ended collections of data.

For Open Ended collections of data, we don't have any key metric to use to display Impact. Instead, we display how much each topic is receiving positive, negative, and neutral feedback. Red bar for negative, green for positive, gray for neutral. The percentages next to those numbers display the sentiment for the TOTAL amount of feedback. Meaning, using the image below for reference, those negative comments from the General topic are basically 20% of ALL feedback in this collection.

Each time a comment is submitted to Lumoa, we will break those comments up into sentences. Those sentences are what we then use to analyze sentiment for a comment. We use a specially designed AI to look at comments like "I love your customer service" and we can then say that comment is both positive and about the "Customer Service" topic.

|| Note that some sentiment is stronger than others. A customer saying "I like your customer service" is weaker than a customer saying they love it. Assuming the amount of comments are equal, a topic can still have a higher Impact because the sentiment from those comments is stronger.

A higher Impact means that there are more people talking about a certain topic, and it can also be when people talk about that topic they are talking about it with a more powerful sentiment. If a topic has a high amount of Impact, it means that it is a key driver based on the data in the collection - that lots of comments mention this topic, and talk about it very powerfully.

As discussed above, generating Impacts involve scanning potentially thousands of statements in hundreds of comments, having sentiment for those statements, sentiment strength, response amount per topic, etc. This type of complex math by an ever improving AI, understandably, does not lead to numbers that are whole and easy to parse.

To get around this, Lumoa will round numbers off at the second decimal. This is done for ease of use and clarity. In the below image, you can see that the Negative Impact for the Usability Topic overall is 2.3. However, when you take the totals of the the Sub Topics (1.3 + 0.8 + 0.1) you will find that they total 2.2.

📧 Do you have any questions or comments about using Lumoa? Please don't hesitate to email Lumoa Support at help@lumoa.me.