How to configure feedback score and sentiment?

Introduction

Traditional feedback systems that classify responses as merely positive or negative often fall short of providing meaningful insights. Recognising this, we’ve introduced an innovative and intuitive feature that categories queries based on detailed feedback scores, incorporating sentiment analysis and classification. This enhancement offers a clearer understanding of how effectively standard users address applicant queries, enabling you to assess their performance, efficiency, and overall contribution with greater accuracy. With this new approach, you can make informed decisions and foster continuous improvement within your team.

What is sentiment?

Sentiment analysis is a method used to classify feedback scores on a scale of 1 to 5, providing deeper insights into the emotions and perceptions behind each response. Feedback scores can be associated with sentiments based on preference. You have the flexibility to assign any terminology to label and categorise your scores as per your preference. For example, a score of 5 can be labelled as "Excellent," while a score of 4 can be marked as "Very Satisfied." Similarly, a score of 3 can be categorised as "Neutral," and a score of 2 as "Below Average," and so forth.

By using this sentiment-based bifurcation, organisations can systematically evaluate feedback to identify pain points, enhance neutral experiences, and sustain or amplify positive interactions. This method transforms raw data into actionable insights for continuous improvement and user satisfaction.

What is classification?

Sentiment analysis, as applied in feedback classification, involves categorising responses into three primary groups: positive feedback, negative feedback, and neutral feedback. This classification provides a structured way to interpret feedback scores and understand user sentiment effectively. Here’s how each category is defined:

1. Positive Feedback:
   This category represents responses that indicate satisfaction, approval, or delight with the experience. It showcases a high level of satisfaction with minor room for improvement. Positive feedback highlights strengths, such as seamless processes, effective communication, or successful outcomes, and serves as a benchmark for best practices.

2. Neutral Feedback:
   Neutral feedback corresponds to responses that neither express satisfaction nor dissatisfaction. It reflects a balanced or moderate experience and is often associated with sentiments such as "average" or "indifferent." This category provides valuable insights into areas where user expectations were met to some extent but could be further enhanced to create a more positive experience.

3. Negative Feedback:
   Negative feedback highlights dissatisfaction, frustration, or unmet expectations. It signals significant issues or failures in delivering the expected experience. This category helps institutes identify critical pain points and areas requiring immediate attention or corrective measures.

By mapping feedback scores to these sentiment categories, institutes can derive actionable insights, prioritise areas for improvement, and build strategies to enhance user satisfaction while addressing gaps effectively. This structured approach ensures that all feedback is meaningful and contributes to the continuous refinement of processes and experiences.

Now that you have a clear understanding of sentiment and classification, let's proceed with the configuration of feedback scores and sentiments.

Prerequisites

• The institute should have included the Query Management System as part of the package.
• Additionally, the user should have the ability to edit the query manager configuration from the settings.

Now, follow the below steps to seamlessly configure feedback score and sentiment.

Step 1: Navigate to settings which appear on the top right hand-side of your Meritto portal. 

Step 2: Scroll down slightly on the left-hand side using the scroll bar, and locate Query Manager. Click on it, and you will find Feedback displayed under L2.

Step 3: Click on Feedback, and you will see the header Feedback Configuration on L3. By clicking the arrow icons on the far left, you can access the section to view and modify the logic for configuring feedback scores and sentiments.

NOTE:
By default the configuration will appear as shown below. You can change the sentiment and the classification associated with the sentiment by any means whatever you deem fit.

Step 4: Once you've made the required adjustments to sentiment and classification, click Save to apply your changes.

Congratulations!!!! You have successfully configured and saved the changes for your queries.