Sentiment analysis – Can I get a sentiment score of 100?

Q: What does a sentiment score of 100 represent?
A: A score of 100 is not a goal or KPI, it’s a signal of an exceptional emotional experience, and it indicates:

• The customer expressed multiple strong positive sentiments, like delight, gratitude, or praise.
• There was no negative sentiment detected during the interaction.

Q: Is it realistic to aim for a score of 100?
A: Not really. This score reflects emotionally impactful experiences, not to imply that every good interaction should score 100. Most effective, respectful interactions will score below that and still be considered excellent.

Q: So what should I aim for instead?
A: Focus on ensuring that:

• The interaction is appropriate for the context. Don’t force positive sentiment where it’s not relevant.
• In emotionally charged conversations, strive for a positive Sentiment Trend and expressions of empathy, especially toward the end.
• In purely transactional interactions, clarity, speed, and resolution may be more important than emotional tone.
• Regardless of tone, the customer should feel heard, respected, and that their issue was addressed.