Customer sentiment
Measurement and monitoringCustomer sentiment is the overall tone in feedback and public mentions about your brand, usually categorized as positive, neutral, or negative. It can be measured manually, through structured tagging, or with automated sentiment models. Sentiment is most useful when you track it by topic, channel, and time period so you can connect changes to specific causes and actions.
Sentiment shifts can predict conversion changes and reputation risk before revenue drops.
You track sentiment for delivery, support, and pricing separately and set alerts when negative sentiment spikes in any topic.
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