Lumoa Pros and Cons

Lumoa is great at collecting the data and their platform does allow for a thorough analysis of results. Their new GPT feature can summarize text inputs and give an overview of sentiment, this is a great feature that we use in our team. Their support is generally helpful, but we have had some contact with their support that is below the expected level. It seems very person-dependent.

We use the tool every day to evaluate customer feedback.

The integration of Lumoa: I'd rate it 7/10. We had some hickups, but all in all it did what we needed. Review collected by and hosted on G2.com.

We've had trouble with their methods and communication relating to implementing changes without notifying us. This has been a problem because we extract the data from lumoa and connect it to internal data - and this process is sensitive to changes in columns of the extract. Review collected by and hosted on G2.com.

It is a great tool to monitor what your guests think about your establishment and services AND act upon it.

The various selections and filter options are being very helpful to drill down on the teething issues AND exceptional qualities you might have presently in your business and enable you to identify, detail and scrutinise, engineer, improve, build and monitor progress against those events/facilities/challenges/icons/USPs

It s newly featured AI really summarises the areas quite well and gives a great and objectove overview of what people think about the business across the various channels in the www.

In summary it is an easy to use tool, easy to implement and to integrate into the DNA of the business on all levels.

Daily use in "operations" as well as in "customer support" to be in touch with guests asap after them posting their reviews online is highly recommended and made easy. Review collected by and hosted on G2.com.

Lumoa can only help you to identify the challenges, but will not solve them for you. :) Review collected by and hosted on G2.com.

The sentiment analysis has helped my organisaton tremendously.

It's now very easy to understand with greater depth what customers mention regarding our business, what htey need and what they are satisfied with.

In just a few clicks we go from data to insights and the root cause of our issues, which gives us the ability to plan for projects quickly and effectively.

Highly recommended also for their features/price ratio, they are ridiculously cheap for what htey can do if you compare them with the Medallia and Qualtrics. Review collected by and hosted on G2.com.

Not much to add, it delivers on our expectations Review collected by and hosted on G2.com.

Lumoa brings together customer feedback from multiple sources. I find it particularly useful for keeping an eye on CSAT and NPS scores, reading the feedback, and assigning some customer comments to myself or colleagues for follow-up. Lumoa analytics tools help you get a rough understanding of the feedback topics, and allow you to drill down. Having no additional cost per user is valuable as it makes it easier to share feedback within the organisation. Lumoa team is quite helpful and reacts fast, and the tool is improving. Review collected by and hosted on G2.com.

Feedback analytics/categorisation is done based on a manually created model so how helpful and accurate it is depends entirely on how much time and effort you put into setting it up. Lumoa GPT functionalities are still work in progress, and AI insights not entirely accurate. The UI is somewhat dated and usability not the best although it is mostly quite functional. Review collected by and hosted on G2.com.

We receive tens of thousands of feedbacks a year so it is crucial to have an automated solution to analyze them. With Lumoa we can find the issues that drive our customer satisfaction and what we are doing well and what we need to develop. The new ChatGPT summaries have also made it even more easier to find valuable insights and the having no limit on users makes insights easily available to everyone in our company. The Lumoa team is also always easy to reach and answer quickly to queries and help with possible issues. Review collected by and hosted on G2.com.

At times there are some bugs in the system but those are usually very quickly fixed. Review collected by and hosted on G2.com.

Lumoa has enables us to get a much better understanding how our customers think about our products throughout their customer journey. Lumoa is easy to use and the genAI extension has also been a great addition to the tool, making it even quicker to assess our large amount of customer feedbacks and identify hot topics. Lumoa was also quick and easy to implement, which is always a big plus! Review collected by and hosted on G2.com.

So far both me and all people I have talked within our organization have been very happy to Lumoa, so not dislikes at least yet. Review collected by and hosted on G2.com.

Platform has a very intuitive interface making it incredibly easy to gather insight from

Accuracy of sentiment analysis

Community of users who share best practice

Customer support are open to feedback and actaully welcome it to then making changes to better the dashboard

Mulitple features that make analysis of root cause simpler Review collected by and hosted on G2.com.

Sometimes I find the filters a bit tricky to work with

The topics don't always reflect the overall comments Review collected by and hosted on G2.com.

The ability of Lumoa to process through large quantities of qualitative information that would normally require hours of reading, and give that information in a nice concise summary is huge time saver. It's great being able to just send out a survey and have it come back in a nice organized format that is report ready. Review collected by and hosted on G2.com.

The surveying features are a bit lacking in terms of functionality and types of surveys that can be sent out. Review collected by and hosted on G2.com.

Compared to previous experiences with another supplier and custom solutions for the same purpose, I feel that the language model quality is good and especially the interface is ahead of the competition I have experience with. Also, communication with Lumoa has been good in my experience. Review collected by and hosted on G2.com.

Even with the UX being very good, some improvements would help in fluent utilization and the utilization by non-frequent users. However, these relate in part to having a very varied source of feedback from different services and channels which leads to a large amount of background information/filters. Review collected by and hosted on G2.com.

The platform is very user-friendly and provides a lot of insight. The team always checks in from time to time if we have concerns. We have great support with implementation and integration, all of our key people use Lumoa on a very frequent basis. Review collected by and hosted on G2.com.

None that I can think of at the moment, it's all great so far. Review collected by and hosted on G2.com.