Sorting manually through feedback can be a significant time strain on your resources. To make this easier, we've enlisted help from Bernie, our AI assistant, to analyze all feedback left on your page and automatically append a sentiment score to each piece of feedback.
​

At a high level, how this works is using natural language processing, Bernie evaluates the emotional tone of each feedback item so you can quickly see how positive or negative the feedback is. Sentiment values range between -1 and 1, corresponding with how negative or positive the tone of feedback was. For positive values, a plus symbol is not used, but the sentiment dots are color-coded from 🟢 green (positive) to 🟡 yellow (neutral) to 🔴 red (negative).

A sentiment score is automatically applied to every individual piece of feedback. This can be accessed under the feedback tab on the Subscriber info panel. Under this tab, you'll be able to see a high-level snapshot of a subscribers feedback history and the associated sentiment within a timeline view.

Domain info panels aggregate all of the sentiment from all of the feedback of all of your subscribers of a particular domain, and giving you an average sentiment score from each company or organization you serve. This can be used as a reference for how that organization as a whole is communicating feedback to your company, or can contribute to the overall health score of a customer as a whole.

The average sentiment of a domain, or organization, can be found at the top of the Domain info panel.

If you have questions about anything we’ve covered here, please reach out to us at [email protected].