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The Mood Overview Report displays an analysis of the sentiment of open-ended comments from customers or employees. Artificial intelligence plays a key role in this report. It reads all comments, uses a language model to recognize the text, and assigns an appropriate sentiment to each open-ended comment. Namely:
- positive
- neutral
- negative
The recognition of customer sentiment (mood) is very accurate. It can handle even complicated sentences, where half may seem positive but the other half not. The LLM is trained for this and objectively assigns the prevailing mood (sentiment) of the comment. In addition, InsightSofa artificial intelligence approaches each comment with exactly the same methodology. The result is therefore an objective assignment of sentiment across all comments.
Mood Overview Report – what will you use it for?
The Mood Overview (sentiment) Report shows the distribution of the mood of your customers or employees over a certain period (date from – to). At first glance, you can see the overall mood of customers (employees) and its breakdown into positive, neutral, and negative customers (employees).
With one click, you can display all “positively настроенные” customers (employees) and analyze in more detail why that is the case. The Mood Overview Report includes another very useful feature, which is AI Summary of comments. With one click, you can display a summary of all comments (for example, only for the segment of negatively настроенные customers). What do they think your strengths are? What, on the other hand, are weaknesses? And what do they write about most? These are questions you will have available with one mouse click.
The Mood Overview Report can be monitored for the whole company or for specific segments. While the report for the whole company provides a “big picture” overview of the entire company, for managing the company, segments will be more useful (e.g. what is the sentiment for a specific product, staff, country, region, etc.?). To display the exact segment you want to monitor, filters are used, which are located above each InsightSofa report.
How does InsightSofa divide sentiment?
InsightSofa divides sentiment into 7 categories. These categories are usable for batch sentiment analyses. Each comment is marked as positive (1), neutral (0), or negative (-1). The resulting sentiment is then calculated as the arithmetic average of these measured sentiments.
The sentiment categories according to InsightSofa are therefore:
- Very dissatisfied
- Dissatisfied
- Slightly dissatisfied
- Neutral
- Slightly satisfied
- Satisfied
- Very satisfied
Why is it important to measure sentiment?
Tracking the development of sentiment in open-ended comments in measuring customer or employee experience is key to understanding deeper and often hidden opinions and feelings that influence satisfaction and loyalty. This process allows organizations to gain an authentic and unembellished view of what their customers or employees truly think.
Regular monitoring of sentiment helps identify trends and patterns that may signal changes in mood or attitudes, thereby enabling a quick response to negative feedback or the strengthening of positive experiences. In addition, it provides valuable insights that can lead to innovation and improvement of processes, products, or the work environment.
Ultimately, understanding sentiment and its development helps build stronger relationships, increase satisfaction and loyalty, which contributes to the long-term success of the organization.
