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Frequently Asked Questions

Quick answers to common questions.

Getting started

What exactly does Lumero need from our survey export?
A spreadsheet of raw, respondent-level data: one row per respondent, with a column for their answer to each survey question. Most tools can export this directly, including SurveyMonkey, Google Forms, Microsoft Forms, Qualtrics, and Medallia. A few, such as Workday Peakon or CultureAmp, take a little more planning. If you're unsure what your tool produces, let us know and we can investigate.
Our last survey's reporting let us down. Is it too late to re-report it?
No! Providing fresh reporting on a completed survey is what Lumero was built for. If you can export the raw responses, we can set up the full reporting: demographic drill-down, heatmaps, question groups, and comments theming. You can now provide your team with the survey insight they were promised when the survey was run.
How much work is this for us, and how long until we see our results?
Often very little on your side – normally a conversation or two with us, answering any questions we have about your spreadsheet. In some cases the data will need a little work, such as tracking changes to team names or question wording between multiple surveys for trending. Setup can be as short as an hour after data handover, and we'll confirm the timeframe once we've seen your data.
What's the difference between an engagement survey, an employee experience survey, and a culture survey?
Less than the labels suggest. Engagement and Employee experience (EX) normally refer to broadly the same type of survey measuring what it's like to work here, with slightly different emphasis on question topics. Employee engagement – how connected a person feels to their organisation and motivated to go the extra mile – is very often measured in both. Culture surveys focus on the values, norms, beliefs, and behaviours that make working in an organisation unique. For reporting, all these surveys share the same mechanics: rating-scale questions grouped into themes. Lumero reports on all of them.

Reporting terms, explained

What are survey demographics?
Survey demographics are the different ways you can group respondents for reporting, such as by team, location, role, or age. Demographics turn your overall scores into something you can report and act on, by showing how results differ across the organisation. Lumero supports nested hierarchies, which allow you to report on any level in your organisation structure – division, then department, then team. Add demographics in a SurveyMonkey survey using custom data fields, or ask your people the questions directly.
What is trending?
Comparing this survey's results with previous surveys to see what has improved or slipped. It sounds simple, but often poses challenges in DIY reporting. Question wording, team names, and organisation structures change between surveys. We work with you to map what counts as the same over time. Lumero then reports trend comparisons on every question and group you've agreed.
What is cross tabbing?
Cross tabbing allows you to remix your demographics to report on more customised groups of respondents. One common use is to merge groups, such as combining Team A and Team B into one. Or you can filter a group down, like looking at Team A respondents with under six months tenure. Once you define a cross tab group it works on every reporting page, just like any other demographic group.
How do you use a heatmap?
A heatmap shows every question as a row and every demographic group as a column, with colour coding to highlight the standout scores. Clusters of deep colour reveal hotspots in seconds – such as a struggling team or a topic dividing the organisation – without reading results question by question.
What is Key Driver Analysis? And a Performance/Impact Matrix?
Key Driver Analysis is a statistical technique that tells you which questions in the survey most influence something you care about, such as employee engagement. If you can improve your scores on key drivers, you are most likely to also improve engagement. Lumero's Performance/Impact Matrix plots every question on two axes: how well it scores, and how strongly it drives the outcome. Questions that score low but matter most become your priorities. Available for surveys with 100 or more respondents.
How does a Question Group work?
Choose any group of questions sharing the same rating scale from anywhere in the survey, and Lumero can put their results side by side on one graph. Bring together related questions to tell important stories in just a few clicks.
What is an Index and how do you build one?
An Index averages the scores of a group of questions you select into a single number, allowing you to create an Engagement Index or a Health and Safety Index. One number is easy to track over time, compare across teams, and communicate to everyone. You don't need to decide on Indices in advance – create them yourself on the fly.
What is a Response Distribution?
A Response Distribution is how people's responses are distributed across the rating scale of a question – the number or percentage of people who responded Strongly Agree, Agree, Neutral, and so on. It is the most basic way of reporting any question's results: lots of detail, but harder to work with when comparing across a group of questions.
What is a Percentage Favourable score?
Percentage Favourable is the proportion of respondents who chose any of the positive options on a question's rating scale. On a five-point agreement scale, that means everyone answering Agree or Strongly Agree. 78% favourable means 78% of people responded positively. It is the standard headline measure in employee survey reporting, because a single number is far easier to compare across questions, teams, and years than a full response distribution.
What sort of rating scale questions do you support?
Almost any. Scales with any number of options or labels (a 5- or 6-point agreement scale is common), stars, sliders, matrix questions, and dropdown lists are all supported. So are ranked lists and open-ended comment questions. If your survey design was more creative than that, get in touch.
What is a ranked list question?
A question asking respondents to put options in order, such as rank these five benefits from most to least important to you. Instead of a score for each option, you learn their relative priority. Lumero reports ranked list results with the same demographic breakdowns as rating questions, so you can see whether priorities differ by team, role, or tenure.

Can't we just do this ourselves?

Can't Excel do correlation analysis?
Yes, Excel has a correlation function. But the quality of a proper Key Driver Analysis comes from how the data is prepared before the analysis even runs. Excel will happily run on any dataset and hand you results. Real accuracy comes from first excluding the data points that bias the analysis – and that is a step Excel won't do for you. Lumero applies eight quality gates that filter out data that shouldn't be analysed, such as respondents who didn't answer enough of the survey questions, leaving key drivers you can trust.
Can't I just do a comments analysis myself with ChatGPT?
You can get a one-off summary that way. What you won't get is the same themes when you run it again in a new chat, themes aligned consistently across your demographic groups, confidentiality thresholds applied before anything is shown, or the verbatim comments traceable to each theme. And often when you scratch beneath the surface, you'll find that one or two comments have been over-emphasised or the numbers don't add up, leading to doubt. Lumero has been designed with transparency and traceability of its analysis at the forefront – you'll see the proof.
Why isn't the reporting built into our survey tool good enough?
Many survey tools are built for customer experience (CX), and CX reporting has different requirements from employee experience. Great EX reporting is about comparisons: team against team, this year against last, question against question. CX-oriented tools generally aren't built for that. If reporting your employee survey there has felt frustrating, it isn't you. It's the tool.
How does Lumero keep individual responses confidential?
As part of your survey setup, we agree on your minimum respondent threshold – how many respondents need to be in a group before results will display. The default is five but it's configurable, and it's applied automatically on every page and view. Confidentiality comes from Lumero making the assurance for you.

How Lumero works, AI & privacy

Why is Lumero not completely automated?
Because your survey is going to be different from the last one we saw, and possibly different from the last one your organisation ran too. In our experience there are many survey setup variables that can't be interpreted or solved with logic, so that's where we insert our human in the loop. An experienced survey expert reviews your data, asks you questions to understand your intent, sets up your reporting, and sense-checks the output. Automation handles everything it can be trusted with. Judgement is applied where it matters.
Why are AI features optional?
Because using AI on employee feedback should be your decision, not a default. Organisations differ in their AI policies and their people's comfort levels. So Lumero's AI features like Comments Analysis are opt-in, and everything else works fully without them. If you're in, we think you'll love the results. If you're out, you'll still get the best Lumero can offer within your policies.
Where is our data stored and which privacy law applies?
Your data is hosted in Australia on Google Cloud, encrypted at rest and in transit. Lumero is a New Zealand company operating under the NZ Privacy Act 2020, and under the Australian Privacy Act 1988 for Australian clients. We don't use analytics, advertising, or tracking cookies anywhere.
Who can see our results?
Only the people you nominate, seeing only what you've specified. Across our database, every client's data is completely isolated from every other client's, enforced at both the application and database level. Within your organisation, layered access controls mean a team leader can see just their team while HR can see everything. You decide who sees what, and Lumero enforces it.

Pricing & commercial

How does Lumero pricing work?
We want survey reporting with Lumero to be an obvious decision, so we've included most features in our standard package: all pre-configured reporting pages, demographic analysis, cross tabbing, Question Groups and Indices, and a wide range of visualisations with full graph customisation. You pay per survey with no subscription. Optional add-ons are available for features that depend on your survey setup, such as Key Driver Analysis or trending back to previous surveys. We don't believe in opaque pricing – head to the calculator on our homepage and see how Lumero compares against both enterprise platforms and DIY tools.
Is there a lock-in contract?
No. No multi-year contracts, and no subscription. We don't believe in the value-through-lock-in model. Lumero is priced per survey, so the decision to come back is yours each time. Lumero also works alongside your existing survey provider, so you can try it without migrating anything.
Is there a minimum or maximum organisation size?
No minimum – if you've run a survey with your small team, Lumero can report on it. At the other end, Lumero supports large surveys of 2,000 or more respondents while maintaining quick page load times.

Still have questions?

If your question is not answered here, we are happy to help. Get in touch and we will come back to you.