Voice of Customer & Sentiment Intelligence

Unified sentiment signals across support, reviews, social, and in-app feedback

Last updated: Dec 15, 2024 08:00 UTC System Healthy
Composite Sentiment Index
+42
+3 vs last week
Healthy (>40)
Emerging Themes/Week
5
+2 vs baseline
Baseline: 2-4
Avg Review Rating
4.3
Stable
Target: >4.0
First-Response Δ
+12
Positive delta
Support improves mood
Promoter Activation
16%
+2% vs prior qtr
Target: >18%
Competitive Sentiment Gap
+8
Leading competitors
Above market avg

Composite Sentiment Index — 90-Day Trend by Channel

Sentiment Divergence by Customer Segment

Top Emerging Themes — Predictive Churn Lift & Volume

Theme Mentions (7d) Avg Sentiment Churn Lift Resolution Cycle Status
Mobile app crashes on iOS 17 284 -42 2.8x 18 days Critical
Export feature missing filters 156 -28 1.6x 32 days Monitor
Onboarding tutorial confusion 203 -18 1.3x 28 days Monitor
API rate limits too restrictive 97 -22 1.9x 41 days Monitor
Dashboard load time slow 142 -12 1.1x 22 days Tracked
Love new collaboration features 318 +56 0.4x N/A Positive
Support response time excellent 276 +48 0.5x N/A Positive
Pricing transparency appreciated 189 +39 0.6x N/A Positive

Review Rating Velocity — 12 Week Trend

In-App Feedback Submission Rate by User Role

Theme Sentiment Heatmap — By Channel & Week

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Support Tickets
In-App Feedback
App Reviews
Social Mentions
Community Posts
Negative (< -15)
Concern (-15 to 0)
Neutral (0 to +25)
Positive (+25 to +50)
Very Positive (> +50)

Data sources: Zendesk, Appbot, Brandwatch, Amplitude, Salesforce | Sentiment scoring: AWS Comprehend + BERTopic