A method, system, and computer usable program product to determine a first mood of the user, where the first mood is based on a characteristic of the user at a first time during the providing of an online service and to determine a second mood of the user, where the second mood is based on a characteristic of the user at a second time during the providing of the online service. The first mood of the user and the second mood of the user are compared to determine a delta or change in mood of the user.