Skip to content

Understanding Sentiment Analysis Scoring

Sentiment analysis helps us measure and understand the emotional tone of responses to open-ended survey questions. By categorizing comments as positive, neutral, or negative, sentiment analysis provides deeper insights into employee or customer feedback.

How Sentiment Scoring Works

Text Analysis

Text analysis involves processing responses to open-ended survey questions using natural language processing (NLP) algorithms. These algorithms break down the text into smaller components, such as words or phrases, and evaluate their context to determine the emotional tone of the response. For example, phrases like “excellent service” or “frustrating experience” are analyzed not just for their individual words but also for the relationships between them, ensuring a more accurate understanding of sentiment. By interpreting language in this way, text analysis provides a foundational step in categorizing responses as positive, neutral, or negative.

Sentiment Categories

A numeric score is assigned to each response, representing the emotional tone on a scale from -1 to +1.

Green circle with white happy face for Promoters

Positive

Scores close to +1

Responses that express satisfaction, appreciation, or enthusiasm.

Yellow circle with white straight face for Passives

Neutral

Scores close to 0

Responses that are factual or without a clear emotional tone.

Red circle with white sad face for Detractors

Negative

Scores close to -1

Responses that convey dissatisfaction, concern, or frustration.

Example Insights

  • A theme with an average sentiment score of +0.85 may indicate strong employee satisfaction in that area.
  • A recurring topic with a high volume of negative sentiment (-0.6) suggests a need for urgent attention.
  • Neutral sentiment (0.0) on a topic may highlight an opportunity for greater engagement or clarity.

How Sentiment Insights Are Used

Identify Trends
  • Uncover common themes or recurring concerns across responses.
  • Highlight areas of high satisfaction or dissatisfaction.
Prioritize Action
  • Use sentiment scores to focus on areas with high negative sentiment for immediate action.
  • Celebrate and reinforce areas with strong positive sentiment.
Track Progress Over Time
  • Compare sentiment scores across survey periods to evaluate the impact of changes or initiatives.

    Our Commitment to Actionable Insights

    Sentiment analysis scoring is not just about understanding the numbers – it’s about turning feedback into meaningful action. By leveraging these scores, we help organizations uncover opportunities to improve, celebrate successes, and create strategies that foster engagement and satisfaction.