Your SentiSum CSAT dashboard is designed to highlight reasons why your CSAT score has increased or decreased.
If using Zendesk, CSAT ratings will show as a percentage, taken from the ratings of all survey responses (even those without written responses):
CSAT (%) = (No. of 'Good' Ratings / No. of Overall Ratings) * 100
Sentiment is also shown as a percentage and based on only the written responses to CSAT:
Sentiment (%) = (No. of Positive Mentions / No. of Overall Mentions) * 100
When looking at the chart for a particular AI tag such as Refund Provided, you will see the volume of CSAT responses that mentioned Refund Provided as shown by the grey bars. You will also see the sentiment of all the mentions of Refund Provided as shown by the line.
Here, when we look at the last month, we can see that there were 324 CSAT responses that mentioned Refund Provided, and 19% of them were positive mentions. The sentiment of Refund Provided also decreased by -2 compared to the previous month.
Historical Trend Charts
In the example above, we can see that when selecting the last month of data, this is represented in the last bar of the chart, and the previous 4 months are in the first 4 bars. This is so that we can compare recent changes in a longer-term context.
For example, this sentiment decrease of -2 might not seem too serious. However, looking at the historical trend over the last 5 time periods, we can see the Refund Provided sentiment has decreased steadily over the last 4 months and could indicate a more significant problem.
Sentiment Line - Green, Grey, Red
When the latest change is an increase, the sentiment line is green because sentiment increases usually have positive consequences.
When there has been no change since the previous time period, the sentiment line is grey.
When the latest change is a decrease, the sentiment line is red because sentiment decreases usually have negative consequences.