Negativity Index

Negativity index measures the number of negative theme mentions within a set of responses based on your filter selection (e.g. NPS responses in the past 30 days). We then normalise this number per 100 responses (similar to how you calculate a percentage).

Unlike a percentage, this number can be more than 100 because one response could have many theme mentions.


In the example above, the negativity index is calculated as follows:

We count all negative mentions from responses from the last 30 days, and then divide them by the total number of responses and multiply by 100.

The calculation becomes a bit more complicated when you introduce breakdowns.

If we take the example of the Build Attributes category, here we have counted all negative theme mentions in responses that contain the category Build Attributes. This is then divided by the total number of responses (for all categories), and multiplied by 100.

Another example would be if you wanted to breakdown by themes. In the screenshot above you can see we’ve broken down by themes in the Build Attributes category. To calculate the negativity index for the theme Designing Process, we count all negative mentions in the responses where Designing Process is present. We then divide this by the total number of responses within the Build Attributes category, and then multiply by 100.

Positivity Index

Positivity works in exactly the same way as negativity index, but instead you are counting the number of positive theme mentions per 100 responses.

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