Cx Moments uses Machine Learning to calculate the sentiment of each sentence as negative, positive or neutral.
Our sentiment score is between -100 (most negative) and +100 (most positive). We calculate it as follows:
Sentiment = ( total positive sentences – total negative sentences) / total sentences
The overall sore above is displayed in the Dashboard's main trend chart.
We also calculate the sentiment score of each topic:
Sentiment for Topic A= ( total positive sentences with topic A – total negative sentences with topic A ) / total sentences with topic A
In that way, by selecting Metrics--> Sentiment in the main dashboard,
You can then sort your topics by "Sentiment low to high", and see which issues impact your customers sentiment the most.
