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Qualtrics Platform -
Customer Journey Optimizer -
XM Discover -
Qualtrics Social Connect
Emotional Intensity (Discover)
About Emotional Intensity
CB Emotional Intensity is a pre-made enrichment that measures the strength of emotions customers express in their feedback or interactions. Emotional intensity is calculated for each sentence on a 1 to 5 scale. It has 3 segments: Low, Medium, and High.
Qtip: Emotional intensity can be measured for all types of data.
Emotional Intensity Scale
Emotional intensity is scored on a scale of 1 to 5 with the following scale segments:
| Scale Segment | Default Range | Default Color |
| Low intensity | 1 | Light purple |
| Medium intensity | 2–3 | Purple |
| High intensity | 4–5 | Dark purple |
If no emotional intensity is expressed, the value of the attribute is null. Emotional intensity is only scored when an emotion is present, but it’s not tied to a specific emotion.
Qtip: You can change the range of emotional intensity and the colors associated with each segment. See Modifying Sentiment, Effort, and Emotional Intensity Bands for details.
Using Emotional Intensity
It can help to understand how a customer feels about experiences with your brand and how intense that feeling is, such as:
- Highlighting leading indicators of customer loyalty.
- Determining areas of customer passion.
- Monitoring reactions to launches, announcements, or current events.
- Tracking polarizing topics.
- Designing emotionally appropriate engagement.
- Layering with other enrichments, like sentiment and effort, to identify difficult or confusing aspects of customer interactions.
Emotional Intensity Attribute in Designer
Emotional intensity is saved in an attribute named CB Emotional Intensity.
- Name: CB Emotional Intensity
- System Name: cb_emotion_intensity
- Type: Numeric
- Scale: 1 to 5
- Granularity: Sentence
- Feedback Type: All
- Supported Languages: Talk to your Discover Account Representative.