Sentiment Global Score (SGS)

The Sentiment Global Score (SGS) gives an overall view of satisfaction based on the feedback collected during the selected period. Using AI sentiment analysis, Hexia evaluates customer comments and converts them into a score on a 0-to-100 scale, where a higher score means a more positive overall perception. New Facebook reviews are no longer included in the analysis, following a change by Meta that ends Facebook review import. Analysis of Google and the other supported platforms continues as usual.

The category breakdown shows how sentiment is distributed across different aspects of the experience; each category is clickable so you can expand it and explore its sub-topics.

Answers vs. comments

An answer is one full text response submitted by a customer. A comment is a distinct sentiment identified within that answer. A single answer can generate several comments — for example, “I love the steak, the fries were crisp, but the Pepsi was flat” counts as 1 answer and up to 3 comments. This is why the number of comments can be higher than the number of answers.