What is sentiment ratio in SAP CEC-MKT-DM-SE - Sentiment Engagement?

SAP Term: sentiment ratio

• Component: CEC-MKT-DM-SE

• Component Name: Sentiment Engagement

• Description: The proportion of positive posts to negative posts in a given time period. It is displayed as follows: positive share of the ratio : negative share of the ratio

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• Key Concepts: 
  Sentiment ratio is a metric used to measure the sentiment of customer interactions with a company. It is calculated by dividing the number of positive customer interactions by the total number of customer interactions. This metric is used to measure customer satisfaction and loyalty. 
  
  How to use it: 
  The sentiment ratio can be used to measure customer satisfaction and loyalty over time. It can also be used to compare customer sentiment across different channels, such as social media, email, and phone calls. The sentiment ratio can be used to identify areas of improvement in customer service and to track changes in customer sentiment over time. 
  
  Tips & Tricks: 
  When calculating the sentiment ratio, it is important to consider the context of each customer interaction. For example, a negative interaction may not necessarily indicate dissatisfaction if the customer was simply asking for clarification or providing feedback. Additionally, it is important to consider the total number of interactions when calculating the sentiment ratio, as a small sample size may not accurately reflect overall customer sentiment. 
  
  Related Information: 
  The CEC-MKT-DM-SE Sentiment Engagement component is part of SAP’s Customer Engagement and Commerce suite. This suite provides tools for managing customer relationships, including tools for measuring customer sentiment. The suite also includes tools for analyzing customer data and creating personalized experiences for customers.