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What is a Conversation Sentiment Score?
An operator's Conversation Sentiment Score is a numeric representation of the average positive and negative message sentiment an operator has received on Hi Marley. Leveraging the sum of an operator's positive and negative Message Sentiment Scores, this Hi Marley original metric behaves similarly to the NPS (Net Promoter Score) calculation.
The beauty of the Conversation Sentiment Score is that it values delivering lovable policyholder experiences as much as avoiding negative policyholder experiences. This enables Hi Marley operators to improve their Conversation Sentiment Score by creating more lovable experiences or creating less negative experiences!
The Hi Marley Conversation Sentiment Score has a range of -100 to 100.
- -100 would mean that all conversations are completely negative
- +100 would mean that all conversations are completely positive
- On average, we would recommend having a score >0 and ideally having above 5.0. This means that you have 6 positive messages for every 1 negative message.
How are operator's Conversation Sentiment Scores calculated?
Conversation Sentiment Score Formula
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To read about how Hi Marley calculates the Message Sentiment Scores, that are used to calculate an operator's Conversation Sentiment Score, click here!