Sentiment Source Panel
Per-source sentiment scores vs. operational metrics — divergence reveals hidden governance risk
Cross-Initiative: Sentiment vs. Operational Score
Solid = Sentiment · Dashed = OperationalAI Displacement Sentiment Tracker
Weekly AI displacement anxiety vs. general change sentiment — M365 Copilot Rollout cohort (n=900)
- AI Confidence
- Displacement Anxiety
- General Change Sentiment
M365 Copilot Rollout
Operational metrics show 73% adoption but sentiment sits at 52/100. Employees are completing the migration because they have to, not because they see value. This is the definition of silent compliance — adoption numbers will hold until the next competing priority, then drop sharply.
- Sentiment
- Operational
52/100 overall; "I understand why we are migrating" scores 41/100 — lowest single item
48% of messages contain displacement-adjacent language; #email-help volume up 31% WoW
14 blockers unowned (avg age 11 days); friction language in 38% of ticket comments
Ticket volume down 12% MoM but "workaround" mentions up 18% — users solving problems outside the system
73% active users but only 41% using new email features — shadow adoption gap of 32pp
ITSM Platform Migration
Unusually, sentiment (67) is running ahead of operational completion (61%). Early adopters are vocal champions in Slack. The risk is that champion enthusiasm masks the 39% of users who have not yet migrated and may be silently resistant.
- Sentiment
- Operational
69/100 overall; "ServiceNow resolves my issues faster" scores 74/100 — strongest single item
Champion language in 23% of messages; 3 organic advocates identified in Engineering and Infrastructure
2 legacy integration blockers showing escalating frustration language — risk of contaminating overall positive sentiment
P2 resolution time down 34%; user satisfaction on resolved tickets at 4.1/5.0
61% submitting tickets via ServiceNow; 39% still using legacy email-to-ticket — adoption gap in non-technical departments
Technology Org Restructure
Both operational metrics (28% completion) and sentiment (34/100) are in the critical zone — they are aligned in their assessment of the initiative's difficulty. The slight positive sentiment delta (+6pp) comes from early Transition Navigator activity showing green shoots.
- Sentiment
- Operational
38/100 overall; "I understand my new role and responsibilities" scores 29/100 — critical threshold
DM-to-public ratio up 41% — employees moving sensitive conversations out of visible channels; escalation fear indicator
48% of tickets are structural (org chart, RACI) vs. 12% people support — ownership vacuum visible in ticket data
HR case volume up 22% MoM but tone improving slightly — Navigator appointments reducing acute distress signals
Cross-team meeting acceptance down 18% — silo formation accelerating as org chart uncertainty persists
AI Adoption & Governance (Copilot)
Operational and sentiment scores are nearly identical (42 vs 41), which appears aligned but masks a dangerous dynamic: both are low for different reasons. Operational is low due to governance gaps; sentiment is low due to displacement anxiety. Treating this as "aligned" would be a governance error — the causes require different interventions.
- Sentiment
- Operational
"I am confident AI tools will not negatively affect my role" scores 31/100 — lowest item across all initiatives
48% of AI-related messages contain job displacement language; cascade contamination detected in 2 other initiative channels
7 ethics/risk review blockers (↑40% MoM); "waiting for governance" language in 31% of comments
Privacy/data concern cases represent 52% of AI-related support volume — governance gap visible in support data
42% active Copilot users but avg 1.3 prompts/day (benchmark: 8.5) — activation without engagement