Sentiment
Brilliant's sentiment score displays the balance between positive, neutral*, and negative expressions in comments related to an overall result and specific topics.
Calculating a sentiment score based on topics provides immediate insight into which parts of the customer experience are functioning well and which parts need improvement.
Example
In our survey, information is the most discussed topic in the text comments. 57% of the comments are positive, and 25% are negative. This results in a sentiment score of 32 for information.
Explanation of the calculation in text and numbers:
- Percentage of comments with positive sentiment, minus the percentage of comments with negative sentiment = sentiment score
- 57% positive - 25% negative = 32 Sentiment Score
The sentiment score is reported in a value between -100 and 100. A value above 0 means that the majority of comments are positive, while a value below 0 means that the majority of comments are negative.
If the content regarding a specific topic is both positive and negative, it is categorized as neutral sentiment.
*Neutral comments are excluded from the calculation. The purpose of a sentiment score is to gain insight into which parts of the customer experience positively contribute to customer loyalty and which parts are perceived negatively, creating churn risk, so that we can take the appropriate actions. This approach improves the ability to work proactively, prevent churn, and build on the positive aspects of the customer experience.