Can you trust the numbers in Chattermill?

What does Chattermill keep track of?

• Chattermill keeps each piece of customer feedback labelled by the topics it mentions, so an owner can see what customers talk about most.

  In Chattermill's own words: Customer feedback is analysed and tagged with one or more themes. Common terms and definitions, read 2026-11-12.

• Chattermill keeps a list of every customer comment it has received, from all the places it collects feedback.

  In Chattermill's own words: The Feedback tab shows all the comments your customers have left across your connected data sources. The New Feedback Page, read 2026-11-12.

What can make Chattermill's numbers look wrong?

1. Whether a comment counts as positive or negative is decided by a model, not by the customer's own rating, as Chattermill's help pages explain.

   In Chattermill's own words: Sentiment in Chattermill is generated by a machine learning model trained on labelled feedback text. How Chattermill Defines Overall Sentiment, read 2026-11-12.

2. A theme's impact figure can look impossible, above 100 or below minus 100, and as Chattermill's help pages say that comes from the way the figure is worked out.

   In Chattermill's own words: Theme contribution scores can be greater than 100 or lower than -100 because of the way Impact Analysis is calculated. Understanding Impact Analysis, read 2026-11-12.

3. Chattermill sets no hard minimum number of responses for its impact figures, but its help pages advise having at least 100 responses in total before leaning on them.

   In Chattermill's own words: There is no hard minimum threshold, but we would advise having at least a total of 100 responses. Understanding Impact Analysis, read 2026-11-12.

4. A downloaded file can hold fewer comments than Chattermill has, because, as its help pages say, one export stops at 10,000 rows.

   In Chattermill's own words: There is a limit of 10,000 rows per export. How to Export, read 2026-11-12.

How do I check Chattermill's numbers myself?

1. An owner can download Chattermill's feedback as a spreadsheet file and count the comments line by line.

   In Chattermill's own words: You can easily export feedback, reports and dashboards from within Chattermill to either PDF, CSV or PNG format. How to Export, read 2026-11-12.

2. Opening a single comment shows when and where it came from, which helps an owner see whether a spike is real or comes from one source.

   In Chattermill's own words: Review metadata such as date, source, and customer information (this will vary depending on where the comment came from). The New Feedback Page, read 2026-11-12.

How does Chattermill work with Feder?

Connect Chattermill to Feder and it joins your Experience apps. Feder only reads. It never changes anything in Chattermill.

When you connect Chattermill, Feder checks the connection straight away and shows Connected only when that check passes. If a reading cannot be taken later, Feder shows it as not read, never as zero.

Other apps that feed Experience

• Fairingsurvey responses
• Pendopoll responses

Questions owners ask about Chattermill

• Why did the number of responses in Chattermill drop?If a column header in your data file changes, the data in that column can't be uploaded, so comments or scores can go missing.
• Why did my Chattermill NPS or CSAT numbers change after a data upload?A change in the date format of your data can store dates wrongly, so responses can land on the wrong days and move a day's score.
• Why did my sentiment score drop in Chattermill?Net sentiment is the share of positive mentions minus the share of negative ones, so it can fall when negative mentions rise even if positive mentions hold steady.

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Where do these answers come from?

Everything this page says about Chattermill comes from Chattermill's own pages, quoted above with the date we read them. Last reviewed 2026-11-12. We read them again by 2027-11-12. If one changes, this page changes or comes down.