Sentiment Scoring

Not just what they mention. How they feel about it.

Two themes can have the same volume and very different urgency. Sentiment scoring gives every theme a number, so a mildly annoying quirk and a genuinely angry pattern never look the same on your board.

The scale

One scale, -1.0 to +1.0.

Every comment is scored individually. A theme’s score is the weighted average of the comments inside it, recalculated as new feedback arrives.

  • Favorable, above +0.2. Praise and relief. Useful for knowing what not to break.
  • Mixed, -0.4 to +0.2. Suggestions, mild friction and neutral questions.
  • Concern, below -0.4. Frustration, anger and churn language.
Scale
-1.00+1.0
Billing errors-0.91
Checkout friction-0.62
Pricing confusion-0.31
Onboarding experience+0.71

Sample scored feedback

Each comment, scored and placed.

CommentThemeScore
“The agent stayed on the call until it was fixed. Really appreciated that.”Support experience+0.84
“Checkout is fine but the promo code box is hard to find.”Checkout friction-0.18
“Charged twice and nobody has replied in four days.”Billing errors-0.91
“Setup was quick. Would like more templates.”Onboarding experience+0.42
“Search works, just slower than it used to be.”Search performance-0.27

Details that matter

Scoring that respects context.

Mixed comments split

"Love the product, hate the billing" scores positive for one theme and negative for another, instead of averaging to neutral.

Ratings as a signal

Where a star rating or survey score exists, it informs the score without overriding what the words actually say.

Shift over time

Each theme keeps a sentiment history, so you can see whether a release made a topic better or worse.

See which themes actually hurt.

Connect your first source and see this week's themes resolve out of the noise.

Start analyzing feedback Talk to us