---
schema_version: "1"
id: 12deec4ea187eac2f1ae490b05a48eaf77ea7efcff3fe3a2eb9b1bca09fb1e29
title: Feedback Management and Sentiment Insights Churn Factors
collection: admin
version: current
locale: en-us
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canonical_url: https://help.salesforce.com/s/articleView?id=ind.comms_feedback_management_and_sentiment_insights_churn_factors.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 27298372868634b47b32f902490ebeeb9e389e855007681c18212b951c0de96a
description: Apart from the factors recommended by TM Forum for subscriber churn, the machine learning model used for predicting subscriber churn includes these factors.
products:
  - Communications
release: "264"
---
# Feedback Management and Sentiment Insights Churn Factors

Apart from the factors recommended by TM Forum for subscriber churn, the machine learning model used for predicting subscriber churn includes these factors.

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small " summary="">
      <caption>
      </caption><colgroup>
        <col style="width:33.33333333333333%">
        <col style="width:33.33333333333333%">
        <col style="width:33.33333333333333%">
      </colgroup>
      <thead class="slds-text-title_caps ">
        <tr class="">
          <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d54626e40">Factor Type</th>
          <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d54626e43">Factor</th>
          <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d54626e46">Datasource (Object)</th>
        </tr>
      </thead>
      <tbody>
        <tr class="">
          <td data-label="Factor Type" class="slds-cell-wrap" rowspan="2" style="vertical-align:top;" headers="d54626e40 ">
            <p>Feedback Management Features</p>
            <div class="slds-box slds-box_x-small slds-theme_shade slds-m-top_medium slds-m-bottom_medium">
              <div class="slds-media slds-media_responsive">
                <div class="slds-media__figure"><span class="slds-icon_container slds-icon_container_circle slds-icon-note-note"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-ind-communications-264-0-0-production-enus/444efb86-ea1e-477e-afbc-56eaac192eaf/images/icon_note.png" alt="Note"></span></div>
                <div class="slds-media__body" style="padding-top:.5rem;padding-bottom:.5rem;"><span class="slds-text-title_caps">Note</span> These features are available with
                  the Feedback Management - Starter license or the Feedback
                  Management - Growth license.</div>
              </div>
            </div>
          </td>

          <td data-label="Factor" class="slds-cell-wrap" style="vertical-align:top;" headers="d54626e43 ">
            <p><strong>Sum of NPS</strong>: The difference between the percentage of promoters
              and detractors for each subscriber’s account.</p>
            <p style="margin-bottom:0;">Participants who score 9 or 10 are considered as promoters.
              Participants who score less than 6 are considered as detractors.</p>
          </td>

          <td data-label="Datasource (Object)" class="slds-cell-wrap" rowspan="2" style="vertical-align:top;" headers="d54626e46 ">
            <ul>
              <li>Survey</li>

              <li>Survey Question</li>

              <li>Survey Response</li>

            </ul>
          </td>

        </tr>
        <tr class="">
          <td data-label="Factor" class="slds-cell-wrap" style="vertical-align:top;" headers="d54626e43 "><strong>Sum of CSAT</strong>: The average of all the CSAT scores for each
            subscriber’s contact.</td>

        </tr>
        <tr class="">
          <td data-label="Factor Type" class="slds-cell-wrap" rowspan="4" style="vertical-align:top;" headers="d54626e40 ">
            <p>Sentiment Insights Features</p>
            <div class="slds-box slds-box_x-small slds-theme_shade slds-m-top_medium slds-m-bottom_medium">
              <div class="slds-media slds-media_responsive">
                <div class="slds-media__figure"><span class="slds-icon_container slds-icon_container_circle slds-icon-note-note"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-ind-communications-264-0-0-production-enus/444efb86-ea1e-477e-afbc-56eaac192eaf/images/icon_note.png" alt="Note"></span></div>
                <div class="slds-media__body" style="padding-top:.5rem;padding-bottom:.5rem;"><span class="slds-text-title_caps">Note</span> These features are available with
                  the Feedback Management - Starter license or the Feedback
                  Management - Growth license, and the Sentiment Insights
                  license.</div>
              </div>
            </div>
          </td>

          <td data-label="Factor" class="slds-cell-wrap" style="vertical-align:top;" headers="d54626e43 "><strong>Total Positive Score</strong>: The Overall Sentiment Score value in the
            AI Sentiment Result record when the Overall Sentiment Type is Positive.
            The AI Sentiment Result record associated with the contacts of your
            subscribers’ accounts is considered.</td>

          <td data-label="Datasource (Object)" class="slds-cell-wrap" rowspan="4" style="vertical-align:top;" headers="d54626e46 ">AI Sentiment Result</td>

        </tr>
        <tr class="">
          <td data-label="Factor" class="slds-cell-wrap" style="vertical-align:top;" headers="d54626e43 "><strong>Total Negative Score</strong>: The Overall Sentiment Score value in the
            AI Sentiment Result record when the Overall Sentiment Type is Negative.
            The AI Sentiment Result record associated with the contacts of your
            subscribers’ accounts is considered.</td>

        </tr>
        <tr class="">
          <td data-label="Factor" class="slds-cell-wrap" style="vertical-align:top;" headers="d54626e43 "><strong>Total Mixed Score</strong>: The Overall Sentiment Score value in the AI
            Sentiment Result record when the Overall Sentiment Type is Mixed. The AI
            Sentiment Result record associated with the contacts of your
            subscribers’ accounts is considered.</td>

        </tr>
        <tr class="">
          <td data-label="Factor" class="slds-cell-wrap" style="vertical-align:top;" headers="d54626e43 "><strong>Total Neutral Score</strong>: The Overall Sentiment Score value in the
            AI Sentiment Result record when the Overall Sentiment Type is Neutral.
            The AI Sentiment Result record associated with the contacts of your
            subscribers’ accounts is considered.</td>

        </tr>
      </tbody>
    </table>