The Overall Sentiment Score is calculated by assigning numerical weights to each sentiment category as: +2 for Strong Positive, +1 for Positive, 0 for Neutral/Mixed, −1 for Negative, and −2 for Strong Negative. The weighted responses are then summed and divided by 2 × the total number of responses. This normalization converts the result into a score ranging from −1 (very negative) to +1 (very positive), providing a clear measure of overall customer sentiment.