---
title: "Customer Sentiment Score"
description: "A metric that measures how customers feel about your product, derived from surveys, reviews, and support signals."
category: "Feedback & Sentiment"
canonical: https://featureos.com/glossary/customer-sentiment-score
markdown: https://featureos.com/glossary/customer-sentiment-score.md
source: FeatureOS (https://featureos.com)
---

**Customer sentiment score** is a composite metric that tracks how customers feel about your product over time. It's built by combining signals like NPS, CSAT, support ticket language, and third-party review data into a single score.

It's not a single official standard. Most B2B SaaS teams define their own formula based on what matters to their business.

## How teams calculate it

Common inputs include:

- **NPS** for long-term loyalty
- **CSAT** for how a specific interaction went
- **Review sentiment** from G2, Capterra, or similar sites
- **Support ticket language** to surface frustration before a customer fills out any survey

Some teams use simple averages. Others assign weights based on their product's service model. There's no universal formula, and that's fine.

## Why it matters for product decisions

Sentiment gives you a signal that's harder to game than usage metrics. Usage can spike because you forced users into a flow. Sentiment is what they actually feel.

When sentiment drops and you can't point to a specific change, something has probably been quietly bothering users for a while. When it rises, it confirms you shipped the right things.

Collect the raw feedback that feeds your sentiment score using [FeatureOS Forms and Surveys](/forms-and-surveys).

---
Source: FeatureOS — https://featureos.com/glossary/customer-sentiment-score
FeatureOS: product feedback, roadmaps & changelogs — https://featureos.com