Difference between Sentiment Score and Sentiment Score Delta

Purpose:

To explain the difference between Sentiment Score and Sentiment Score Delta on the KPI Metrics page in SupportLogic, and how each can be leveraged for performance evaluation and trend analysis.

Sentiment Score:

The Sentiment Score represents the percentage of cases that have achieved the target sentiment score, in relation to the total number of cases during the specified time period. Consequently, this metric is valuable for assessing a team's performance against sentiment expectations.

Sentiment Score Delta:

The Sentiment Score Delta signifies the trend in sentiment over time. It is computed as the average increase or decrease in sentiment scores across the specified time frame. This metric is employed to examine sentiment trends throughout the chosen period. It assists in addressing the question, is our overall customer sentiment improving or declining over time?