Score Change Explanation

Score change is available in the Score Change tool if your dataset has dates and a score or metric.

Examples

• NPS - Your score increased from 40 to 45 in February compared to January. 2 points of that increase is attributed to Polite staff comments.
• Sentiment - Your average sentiment increased from 0.4 to 0.6 in February compared to January. 0.1 points of that increase is attributed to Polite staff comments.
• Issue resolution - Your Issue resolution percentage increased from 40% to 50% in February compared to January. 5% points of that increase is attributed to Polite staff comments.
• NPS by region - Your score decreased from 45 to 40 in February compared to January. 3 points of that decrease is attributed to responses from the North region.

When you view score change by a filter, a segment’s bar includes both the change in its score and the change in how many responses it has. If each response belongs to only one segment, the bars are the exact contributions. If a response can belong to more than one segment, the bars are scaled so they still add up to the total change, the same as themes.