Glossary
Customer sentiment is a customer service KPI that points to customer emotions about your brand on certain stage of customer journey.
Instead of customer loyalty or customer experience, customer sentiment is only about customer emotions – whether they are positive or negative. Also, customer sentiment is measured for each exact stage of customer journey or even for a single interaction. It is also difficult from customer loyalty, as customer loyalty covers a signle customer journey stage, while customer can have negative sentiment about some interactions on this stage.
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