Glossary · Customer Satisfaction
- Customer Sentiment Score
- The quantified emotional tone of customer feedback across every channel. Sentiment captured at scale.
Customer Sentiment Score in Practice
CSS is most valuable when combined with structured metrics like NPS. For example, a rising NPS with falling sentiment in verbatim comments is an early warning that customers are becoming more polite but not more loyal.
Typical inputs:
- Open-ended survey responses
- Support ticket text
- Chat transcripts
- Social media mentions and reviews
Additionally, track CSS per channel and per customer journey phase to find where frustration lives before it shows up in churn data.
Frequently Asked Questions
Sentiment analysis is the underlying NLP technique. CSS is the aggregated metric, typically on a -100 to +100 scale or as a proportion of positive vs negative feedback.
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