Metrics > Social Media Sentiment Score
Social Media Sentiment Score
Definition: Social Media Sentiment Score measures whether online conversations about a brand are positive, neutral, or negative.
Formula:
Sentiment scale from -1 (Negative) to +1 (Positive).
Why It Matters:
A positive sentiment score indicates good brand reputation and strong customer loyalty.
How to Improve:
- Address negative feedback proactively
- Enhance customer service and engagement
- Promote positive customer testimonials
Relevant Integrations:
Example Calculation:
If a brand has 800 positive mentions, 150 negative mentions, and 1,500 total mentions:
Sentiment Score=(800−1501500)×100=43.3Sentiment Score=(1500800−150)×100=43.3