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.<\/p>\n
Mood Segment Report \u2013 what will you use it for?<\/p>\n
The Mood Segment Report displays a quick overview of the distribution of customer (or employee) mood in the selected segment. For example, if you want to view mood after purchasing products, you select \u201cProducts\u201d as the segment. You immediately see how satisfied customers are after purchasing products. This is shown by having the products clearly next to each other. The same can of course be done by Branches, Personnel, Services, Countries, etc.<\/p>\n
The Mood Segment Report displays 2 important indicators in one. The circle indicates sentiment (how well they are \u043d\u0430\u0441\u0442\u0440\u043ejeni), while the bar shows how many open-ended comments (text) the sentiment was created from. At a glance, you can thus see the relevance of the obtained data.<\/p>\n
Using filters, you can further specify the analysis of the obtained mood. For example: How are customers feeling after using our services (one by one), but only in Germany.<\/p>\n
The goal of this report is to quickly reveal which product \/ service \/ person creates the highest dissatisfaction and to click on the given bar. InsightSofa will then show you the exact reasons why this is happening, and you can implement corrective measures.<\/p>\n
![\"sentiment-segment\"](\"https:\/\/www.newinsightsofa.com\/wp-content\/uploads\/2026\/03\/sentiment-segment.png\")
<\/p>\n
Like any other InsightSofa report, the Mood Segment Report also contains a tabular section. This is useful in the case of precise analysis of numbers or further work with data, for example in Excel.<\/p>\n
![\"sentiment-segment-table\"](\"https:\/\/www.newinsightsofa.com\/wp-content\/uploads\/2026\/03\/sentiment-segment-table.png\")
<\/p>\n
For each selected segment, you then have the option to summarize all comments into a short text that, within moments, analyzes hundreds and thousands of comments and summarizes the most important things customers are addressing. It also highlights your strengths and weaknesses for each segment.<\/p>\n
How does InsightSofa divide sentiment?<\/p>\n
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.<\/p>\n
The sentiment categories according to InsightSofa are therefore:<\/p>\n
- \n
- Very dissatisfied<\/li>\n
- Dissatisfied<\/li>\n
- Slightly dissatisfied<\/li>\n
- Neutral<\/li>\n
- Slightly satisfied<\/li>\n
- Satisfied<\/li>\n
- Very satisfied<\/li>\n<\/ul>\n
![\"insightsofa-sentiments\"](\"https:\/\/www.newinsightsofa.com\/wp-content\/uploads\/2026\/03\/insightsofa-sentiments.png\")
<\/p>\nWhy is it important to measure sentiment?<\/h2>\n
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.<\/p>\n
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 strengthening positive experiences. In addition, it provides valuable insights that can lead to innovation and improvements in processes, products, or the work environment.<\/p>\n
Ultimately, understanding sentiment and its development helps build stronger relationships, increase satisfaction and loyalty, which contributes to the long-term success of the organization.<\/p>\n","protected":false},"excerpt":{"rendered":"
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