Voice of Customer Dashboard

Sentiment Trend & Emotional Signal Intelligence — Meridian Platforms

Accounts: 4,200
ARR: $38M
Period: Last 90 Days
Alert Status
2 ACTIVE ALERTS
Sentiment Velocity Index
-0.11
-0.08 vs 30d
Threshold: -0.05
High-Arousal Negative %
21.4%
+4.2pp
Threshold: 18%
Topic Emergence Rate
3.2
+1.1 topics/wk
New topics detected
Sentiment-CSAT Divergence
0.34
+0.11
Sentiment lags CSAT
Recovery Sentiment Lift
+18%
+3pp vs avg
Post-intervention
Verbatim-to-Action Lag
4.2d
-1.3d
Faster response

Sentiment Velocity Index Trend — 90 Days

SVI below -0.05 threshold on Day 68 signals elevated churn risk. v4.7 release on Day 41 correlates with velocity decline.

Emotional Intensity Distribution

Low Arousal
Med-Low
Med-High
High Arousal
Positive
12.3%
18.7%
14.2%
9.1%
Neutral
8.4%
5.9%
3.2%
2.1%
Negative
5.3%
8.7%
12.7%
21.4%
High-arousal negative (21.4%) exceeds 18% threshold — primary driver: "Login timeout errors" topic.

Segment Sentiment Load Index

Topic Emergence Bubble Chart — Last 30 Days

Login timeout errors: 1.2% → 8.3% share (Day 41–48)
Mobile app freezing: 2.1% → 6.8% share
Export performance lag: 0.8% → 4.2% share

Sentiment-CSAT Divergence Score

Divergence >0.3 indicates sentiment leading CSAT decline by ~14 days.

Cross-Channel Sentiment Consistency

Survey ↔ Support Tickets 0.87
Survey ↔ Social Media 0.62
Support ↔ Social 0.58
Survey ↔ In-App Feedback 0.91
Low social consistency suggests platform-specific issues not captured in surveys.

Segment Sentiment Load Matrix — Top 8 Segments

Segment Accounts Avg Sentiment SVI High-Arousal Neg % Churn Risk Status
Enterprise (>500 seats) 124 0.62 +0.04 8.2% Low Normal
Mid-Market (100-500) 682 0.41 -0.09 14.3% Medium Watch
SMB (<100 seats) 3,394 0.28 -0.14 26.7% High Critical
Tech/SaaS Vertical 891 0.53 +0.02 11.1% Low Normal
Healthcare Vertical 437 0.38 -0.11 19.4% Medium Watch
Manufacturing Vertical 328 0.44 -0.06 15.8% Medium Watch
New Customers (<90d) 512 0.19 -0.18 28.3% High Critical
Trial Users (Active) 1,243 0.31 -0.08 18.9% Medium Watch
SMB and New Customer segments require immediate intervention — correlate with v4.7 onboarding friction.

Recovery Sentiment Lift Waterfall

Avg lift +18% following proactive outreach (vs +15% baseline).

Promoter Language Density — Top Terms

"intuitive" 8.7%
"game-changer" 6.2%
"reliable" 5.8%
"seamless" 5.3%
"highly recommend" 4.9%
Promoter language down -1.2pp vs 30d prior — correlates with feature velocity concerns.

Verbatim Explorer Feed — High-Risk Signals (Last 7 Days)

Critical SMB • Survey • 2h ago
Sentiment: -0.82

"Login timeouts happening 3-4 times daily since last update. Can't access projects during client calls — extremely frustrating and unprofessional."

Login timeout errors High arousal
Critical New Customer • Support Ticket • 5h ago
Sentiment: -0.76

"Mobile app freezes whenever I try to edit resource allocations. Unusable on iPad. Considering switching back to our old tool."

Mobile app freezing Churn intent
Warning Mid-Market • In-App • 1d ago
Sentiment: -0.54

"Export to Excel taking 5+ minutes for medium-sized projects. Used to be instant. Performance has degraded noticeably."

Export performance lag
Positive Enterprise • Survey • 1d ago
Sentiment: +0.88

"The new reporting dashboard is exactly what we needed. Intuitive, fast, and finally gives us real-time visibility into resource utilization."

Reporting dashboard Promoter language