The emotional intensity ©

Introduction

Emotional intensity is measured by calculating the maximum intensity levels evaluated on each of the words used in the subject, taking into account an indicator: the physiological activation of the client's subject, i.e. the impact/reaction of the subject on the human body.

Low intensity means a lack of reaction or emotional words in feedback.

Affective norms and e-index

For each word, the emotional intensity indicator is calculated based on the maximum physiological activation (Arousal) observed in the subject, using the emotional norms defined for each language.

Emotional norms were established in several languages in the late 1980s. These analyses were carried out and standardized on the 3 dimensions of Valence, Physiological Activation and Dominance using the Self-Assessment Manikin (SAM) methodology. 

The precise methodology was initially defined and described for the English language to build a standard called ANEW (Affective norms on English Words) and has been reproduced in other languages (FAN = French Affective Norms, ANGST = Affective norms for German Sentiment terms).

L'activation physiologique est parfois nommée 'niveau d'excitation' (arousal en anglais) par certains chercheurs en psychologie cognitive.

Into the platform

The platform allows you to see the evolution of the emotional intensity of the clients' comments with regard to the period preceding the one chosen by the user (month, quarter, year, or any other period of time).

Physiological activation is sometimes referred to as 'arousal level' by some researchers in cognitive psychology.

Video resources

What is Qemotion? We are providing CXinsights.io, A SaaS Customer Experience solution to analyze emotions into customer feedbacks. Our goal is to identify and prioritize pain points in the Customer Journey, reduce churn and enhance the customer experience.