Estimating a value from two factors I want to meassure satisfaction per customers. I have to factors that define satisfaction:

*

*Amount of Incidents

*Sentiment-score per Incident

Sentiment-score is calculated with natural language processing sentiment analysis and is in the range of -1 (negative sentiment) and +1 (positiv sentiment)
Amount of Incidents is just the total number of Incidents.
I want to put those two numbers in combination, for example:
Amount of Incidents goes up by 20% & Average Sentiment over those Incidents stays the same -> Satisfactory -level goes down 5 Points
Amount of Incidents goes up by 20% & Average Sentiment over those Incidents worsens -> Satisfactory -level goes down 12 Points
etc.
What kind of math do i have to look into to combine those factors?
Sorry for the bad english and simple explanation

If you believe that customer satisfaction is the the underlying cause of both of your variables (e.g. below)...

...then the technique you're looking for is factor analysis (with one latent factor). This estimates the effect of the common factor, Satisfaction, on your two variables, and lets you estimate the factor score as a weighted combination of the two variables.
