Predicted Satisfaction measures customer sentiment on a 1-5 scale, based purely on the language used in interactions:
🔴 1 – Very Unsatisfied
🟠 2 – Unsatisfied
🟡 3 – Neutral
🟢 4 – Satisfied
🟢 5 – Very Satisfied
Unlike traditional customer surveys, Predicted Satisfaction is determined through sentiment analysis, meaning every interaction is assessed—not just those where a survey response is received.
How Is Predicted Satisfaction Calculated?
Sentiment Analysis: The model scans customer language for sentiment-related words and phrases (e.g., “frustrated”, “Useless” vs. “happy”, “appreciated”).
Weighted Scoring: Each word is assigned a sentiment weight based on trained data.
Scoring Scale: The sentiment of the entire conversation is analysed and compared against all other interactions from your company.
Predicted Satisfaction in Email
Predicted Satisfaction is a metric based on analyzing customer language, with the assumption that an agent’s responses during a live interaction can influence the customer’s sentiment in real time. However, since we only analyze the inbound email in this channel—without any opportunity for agent interaction or influence—we do not use Predicted Satisfaction as a performance metric for email conversations.
Why Does This Matter?
📊 Broader Insights: Only ~10% of customers respond to surveys, but this method ensures every customer’s sentiment is considered.
⚖️ Removes Survey Bias: No influence from who was offered a survey or who chose to respond.
🚀 Scalable & Objective: Sentiment is assessed consistently across all interactions, allowing for meaningful trend analysis.
How Are Scores Assigned?
Predicted Satisfaction is based on relative sentiment compared to all interactions from your company:
Top 20% most positive interactions → Score of 5
Next 20% → Score of 4
Middle 20% → Score of 3
Next 20% → Score of 2
Bottom 20% most negative interactions → Score of 1
This approach ensures a fair and balanced view of customer sentiment across all interactions.
As a contact center agent, you can directly influence the Predicted Satisfaction score by managing the customer’s experience and using positive language. Since the score is based purely on customer sentiment, your goal should be to guide the interaction in a way that encourages positive customer expressions while reducing frustration or negativity.
What can I do to increase my predicted satisfaction score?
1. Create a Positive Experience from the Start
Use a warm, friendly tone to set the right mood for the call.
Example: “Thanks for reaching out today! I’m happy to help you with this.”
Acknowledge the customer’s emotions early on to prevent frustration from escalating.
Example: “I understand how frustrating this must be—let’s get this sorted for you.”
2. Actively Reduce Customer Frustration
Avoid vague or unclear answers that might cause confusion.
❌ “I’m not sure what’s going on with your account.”
✅ “Let me check that for you now so we can get you a clear answer.”
Take ownership of issues instead of pushing responsibility back onto the customer.
❌ “You’ll need to call back if this doesn’t go through.”
✅ “I’ll monitor this for you and follow up if needed.”
3. Use Positive Language & Reframe Negative Situations
Even if you can’t give the customer exactly what they want, how you say things matters.
❌ “That’s not possible.” → ✅ “Here’s what I can do to help.”
❌ “There’s nothing I can do.” → ✅ “Let me check all possible options for you.”
Replace negative words with solution-focused alternatives:
❌ “I can’t see that on my system.” → ✅ “Let me refresh my system and check again.”
❌ “You have to wait 3 days.” → ✅ “You’ll receive an update within 3 days.”
4. Show Empathy & Reassurance
Customers who feel heard are more likely to use positive language, influencing the sentiment analysis.
✅ “I completely understand why this is frustrating, and I’m here to help.”
✅ “I’ll personally make sure this is handled for you.”
5. End on a High Note
Summarise what’s been done and reassure the customer before ending the call.
✅ “I’ve updated your details, and your issue is now fully resolved. You should receive confirmation shortly. Is there anything else I can do for you today?”
Thank the customer and invite a positive response:
✅ “I appreciate your patience, and I’m glad we could sort this out for you today!”
What to Avoid (Triggers for Low Satisfaction Scores)
🚫 Allowing the customer’s frustration to escalate without acknowledgment.
🚫 Sounding robotic or indifferent (lack of warmth, empathy, or engagement).
🚫 Forcing the customer to repeat themselves (causing unnecessary frustration).
🚫 Using dismissive or negative phrases that discourage a positive sentiment.
🚫 Leaving uncertainty (e.g. “I’m not sure,” “Call back later,” “Nothing I can do”).
Final Takeaway
By focusing on positive language, active problem-solving, and a warm approach, you can increase the likelihood of customers expressing satisfaction, which will boost your Predicted Satisfaction score.