Understand customer satisfaction scores

Each statement is associated to a customer satisfaction score. Understanding that satisfaction score might seem a little daunting, but don't worry—we'll explain.

Sources can have an optional customer ID field that identifies customers. This makes it possible to know which comments were made by the same person. With this information, every customer is assigned a score that indicates whether they are mostly satisfied or dissatisfied.

A statement's satisfaction score is calculated by averaging the scores of every customer that made the statement and normalizing it to a scale from 0 to 10. The orange region spans from the mean minus one standard deviation, to the mean plus one standard deviation.

In other words, it tells you roughly how satisfied or dissatisfied the customers that made the statement were. When there's no customer ID field, we assume that each comment was written by a different customer, so the satisfaction score isn't as useful.