Sdílet článek
The Mood Evolution Report displays an analysis of the sentiment of open-ended comments from customers or employees. In this report, artificial intelligence plays a key role. It reads all comments, uses a language model to recognize the text, and assigns each open-ended comment an appropriate sentiment. Namely:
- positive
- neutral
- negative
The recognition of customer sentiment (mood) is very accurate. It can handle even complicated sentences where one 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, the InsightSofa artificial intelligence approaches each comment with exactly the same methodology. The result is therefore an objective assignment of sentiment across all comments.
Mood Evolution Report – what will you use it for?
The Mood Evolution (Sentiment) Report displays the ratio of positively настроjených, neutral, and negatively настроjených customers (or employees). Over time, you can see how these ratios change. It is therefore ideal for providing data for tracking and predicting trends. The goal of the organization is for the green area (positively настроjených) to continuously increase at the expense of the yellow and red. This then indicates that customers or employees feel better and better after interaction with your company.
The Mood Evolution Report can be monitored for the entire company or for specific segments. While the report for the entire company provides a “big picture” overview of the whole company, for managing the company you will find segments more useful (e.g. what is the sentiment for a specific product, personnel, 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 labeled 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 reinforcement of positive experiences. In addition, it provides valuable insights that can lead to innovation and improvements in 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.
