Customer Satisfaction & Sentiment Intelligence

Net Sentiment Score
+31
+4 vs prior quarter
Overall CSAT
4.18
+0.05 MoM
Detractor Recovery Rate
14.2%
+3.2pp QoQ
Avg CES (Onboarding)
3.1
+0.2 MoM
Sentiment-CSAT Divergence
0.18
within tolerance
Survey Response Rate
22.4%
-1.1pp MoM

Sentiment Polarity & CSAT Trend — 24-Week Overlay

Topic-Level CSAT Breakdown

Emotion Category Distribution

Emerging Topic Clusters — Weekly Frequency

Topic Cluster Mentions Avg Sentiment Trend
API rate limiting clarity 87 -0.42
Invoice reconciliation process 63 -0.28
Mobile app performance 54 +0.12
Onboarding documentation gaps 48 -0.35
Integration webhook reliability 42 -0.18
Support response time 38 +0.45
Dashboard customization limits 35 -0.22
Export functionality requests 31 +0.08

Customer Effort Score by Journey Stage