The issue:
They are unable to distinguish the colour basis on comments provided by the customers.
The customer has rated the survey with a detractor score and a negative comment, positive, and passive.
As you know it scores the actual sentence or text which can throw off their users as if the customer responded with a 4 for the score but the comment shows green they think there might be a discrepancy.
The best way for this to work would be to show "sentence score" and "sentence" rather than just "sentence" and overall score of the nps response so we have all that data in one spot.
See image
There are many instance observed as such. Looking at the feedback from the customer, it’s clear that customer is happy (promoter score with positive feedback). Wherein the red color dot portraits as negative sentiment and due to this it affects the analysis of an account.