Net Sentiment Score

The Net Sentiment Score is a key metric used to measure the overall sentiment of your text data. Each comment is classified as positive, negative, or neutral based on its content and the topics assigned to it. This classification follows the same principles as the Net Promoter Score (NPS), providing a simple and effective way to understand the general sentiment of your feedback.

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How Is the Net Sentiment Score Calculated?

The formula is simple:

Net Sentiment Score = % Positive – % Negative

This results in a score ranging from:

• +100 → all responses are positive
• 0 → equal balance between positive and negative
• –100 → all responses are negative

🟢 A higher score indicates more positive feedback
🔴 A lower score suggests a predominance of negative sentiment In the screenshot shown above:

• 84.5% of comments are classified as positive
• 13.2% are negative

So the Net Sentiment Score is:

84.5 – 13.2 = 71.3

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Visualizing Net Sentiment

There are two ways to visualize Net Sentiment in Caplena using Insight Elements:

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1. Net Sentiment (Gauge + Summaries)

No date variable required This view shows:

• A gauge displaying the current score
• An AI-generated Positive Sentiment Summary
• An AI-generated Negative Sentiment Summary

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2. Net Sentiment Over Time

Date variable required This view includes:

• A gauge displaying the current score
• A line chart showing how sentiment changes over time

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Choosing the Period for the Gauge

For both views, you can control which period the gauge (and any sentiment summary number) reflects using the Displayed timeframe option:

• Most recent period (default) – the gauge shows net sentiment for the most recent time bucket in the report’s date range. Use this when the headline should track the latest state of sentiment.
• Entire period – the gauge shows net sentiment averaged across the full date range. Use this for a stable benchmark.

The line chart in Net Sentiment Over Time is unaffected by this setting — it always shows sentiment across every period in the report’s date range. See Insight Elements – General Overview & Settings for more on displayed timeframe.

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Use Cases

Use the Net Sentiment Score to:

• Benchmark overall customer sentiment
• Track emotional tone over time (with date variable)
• Supplement or replace metrics like NPS or CSAT