Expanded Sentiment Trend Timeline in Operations

Operations

Compare the category sentiment trend in the current and previous time periods.

View how category sentiment has changed through a trend line that expands period over period.

Navigate to the Insights by Category tab under Operations > Insights (Beta) to view the Sentiment By Category chart.

Before

After

Customer comments within reviews and surveys are transformed into text analytic categories. These categories are grouped within the domains that are customized for your account (e.g., Staff, Transaction, Satisfaction, Experience, etc.).


Categories are then measured by category sentiment, which is a more precise measure of customer satisfaction than 1-5 star rating. This algorithm breaks down the review content into categories that are scored separately (e.g., a customer gives a 4-star on a review that raves about the polite doctor but complains about parking). The algorithm may score 100 to sentiment in "Staff" (positive) and 0 to sentiment in "Parking" (negative).

After all sentences are given a score (0 negative, 50 neutral, 100 positive), each category score is added and divided by the total number of mentions for that category.

Example: 15 total mentions for Parking

5 are negative = (0x5) = 0

8 are positive = (8x100) = 800

2 are neutral = (2x50) = 100

0+800+100=900

900/15 = 60

The Parking category sentiment equals 60.