Customer sentiment score is a composite metric that tracks how customers feel about your product over time. It's built by combining signals like NPS, CSAT, support ticket language, and third-party review data into a single score.
It's not a single official standard. Most B2B SaaS teams define their own formula based on what matters to their business.
How teams calculate it
Common inputs include:
- NPS for long-term loyalty
- CSAT for how a specific interaction went
- Review sentiment from G2, Capterra, or similar sites
- Support ticket language to surface frustration before a customer fills out any survey
Some teams use simple averages. Others assign weights based on their product's service model. There's no universal formula, and that's fine.
Why it matters for product decisions
Sentiment gives you a signal that's harder to game than usage metrics. Usage can spike because you forced users into a flow. Sentiment is what they actually feel.
When sentiment drops and you can't point to a specific change, something has probably been quietly bothering users for a while. When it rises, it confirms you shipped the right things.
Collect the raw feedback that feeds your sentiment score using FeatureOS Forms and Surveys.