Voice-of-Customer & Sentiment Signal Intelligence
Meridian DataOps • Multi-Channel Sentiment Architecture • Updated 2 hours ago
Decision Target
Maintain GRR ≥ 91.0%
Review Share vs Synthos
34.2%
Sponsor/User Divergence
18.4
In-App Feedback Velocity
+0.41
Sentiment Heatmap by Theme × Channel
Support
Reviews
In-App
Social
QBR
Reporting Gaps
-24%
-8%
-31%
-12%
-35%
Pricing Clarity
-14%
-28%
-9%
-44%
-22%
Onboarding Speed
+12%
-2%
+8%
+6%
+14%
Performance
-42%
-18%
-29%
-11%
-26%
Integration Quality
+19%
+22%
+16%
+11%
+24%
Support Response
+32%
+28%
+31%
+3%
+36%
Documentation
-7%
-13%
-16%
-9%
-11%
Feature Parity
-21%
-34%
-27%
-14%
-29%
Red: net negative sentiment; Yellow: mixed; Blue: net positive. Reporting Gaps and Pricing recur above threshold in 35%+ of QBRs.
Support Ticket Sentiment Trend (12 weeks)
Week 8 outage caused negative spike to 61%. Threshold: 40%.
Review Platform Sentiment Share
G2 competitor benchmark. Synthos leads positive share by 6.8pp.
At-Risk Account Sentiment Table
| Account Name |
ARR |
Churn Risk |
Support Sent. |
QBR Sent. |
Top Theme |
Action |
| Quantum Financial | $124K | 94 | -38% | -42% | Reporting Gaps | Exec Escalation |
| Apex Logistics | $89K | 88 | -44% | -31% | Performance | Product Review |
| Zenith Corp | $67K | 82 | -29% | -35% | Pricing Clarity | CSM Call |
| Meridian Health | $156K | 76 | -21% | -28% | Feature Parity | Roadmap Preview |
| Catalyst Media | $44K | 71 | -34% | -18% | Reporting Gaps | CSM Call |
| Pivot Analytics | $92K | 69 | -16% | -24% | Documentation | Check-in |
| Horizon Systems | $78K | 66 | -22% | -19% | Performance | Monitor |
| Vertex Solutions | $53K | 64 | -18% | -21% | Pricing Clarity | Monitor |
Theme-Level Sentiment Driver Distribution
Detractor Segment Concentration
Enterprise accounts drive 41% of detractor volume.
Social Listening Sentiment Ratio (24 weeks)
Reddit negative sentiment hit 44% in week 16 (pricing announcement). Threshold: 30%.
Post-Resolution CSAT Lift Rate (12 weeks)
Lift = (Post-Res CSAT - Pre-Contact Baseline) / Baseline. Target: ≥18%.
Qualitative Theme Recurrence (QBR/EBR Feedback)
Reporting Gaps
42
35% of QBRs
Feature Parity
38
32% of QBRs
Pricing Clarity
34
28% of QBRs
Performance
29
24% of QBRs
Integration Quality
18
15% of QBRs (Pos.)
Support Response
22
18% of QBRs (Pos.)
Documentation
16
13% of QBRs
Onboarding Speed
14
12% of QBRs (Pos.)
Threshold: 30% recurrence. Reporting Gaps and Feature Parity require immediate product roadmap attention.
In-App Feedback Sentiment Velocity by Feature (16 weeks)
Reporting Builder v3.1 (week 11) triggered negative acceleration of +0.41. Dashboard v2 shows consistent positive velocity.