Definitions 📝

Theme Structure - When Chattermill first analyse your data our tool creates a “theme structure” by examining what topics are consistently being mentioned. These topics are then added into categories that suit your business. From here we can tag comments with theme mentions.

Theme -
Customer feedback is analysed and tagged with one or more themes. Each theme is characterised as either a positive mention or a negative mention. 

Category - Themes are grouped together under predefined umbrella categories.

Segments - Segments are variables or attributes of your comments. For example, you may have a segment named "United Kingdom". Selecting this would return all comments from customers based in the United Kingdom.

Negativity / Positivity Sentiment -
This is the number of Negative or Positive theme mentions per 100 responses. 

Net Sentiment -  This is our own metric, calculated by subtracting % of Negative theme mentions from % of Positive ones. The metric is a universal approach to measuring customer experience across various channels. It works on a scale ranging from -100 to 100.

Sentiment Distribution - Ratio of positive, neutral and negative theme mentions for a given number of responses.

Frequently Asked Questions ❓

How can I give a colleague access to Chattermill?

If you are an admin, just click the settings button in the bottom left hand corner and then go to the users page.

What types of other data can you analyse?

Depending on its quality, we can analyse most textual data. Please get in touch with [email protected]

Can you push data back to us?

We have a two way integration so we can enrich your comments with the themes attributed to them before we push them back to your data warehouse. Please get in touch with [email protected]

Do you have an API?

We do - please visit 

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