Value and feedback

---
title: Value and feedback
description: The Value and feedback tab helps you assess the impact and user satisfaction of the L1 IT Service Desk AI Specialist by tracking adoption trends, customer sentiment, and direct user feedback.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/it-service-management/perf-value-feedback.html
release: australia
topic_type: concept
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [View the performance, Use, L1 IT Service Desk AI Specialist, IT Service Management]
---

# Value and feedback

The Value and feedback tab helps you assess the impact and user satisfaction of the L1 IT Service Desk AI Specialist by tracking adoption trends, customer sentiment, and direct user feedback.

## Value and feedback tab

Evaluate adoption trend, customer sentiment, and feedback to identify opportunities to improve the AI specialist experience. Assess impact and user satisfaction through the following metrics:

-   Aggregated sentiment analysis: Shows the overall tone \(from negative to positive\) of user messages in incidents handled by the AI specialist.
-   Adoption coverage: Shows how many relevant assignment groups have an AI specialist.
-   Direct user feedback: Counts the number of thumbs up/down ratings. You can further investigate ratings by viewing additional feedback in the associated records.