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skills/sentiment-feedback-loop/SKILL.md

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+---
+name: sentiment-feedback-loop
+description: Process for capturing qualitative feedback and injecting it into CS playbooks.
+---
+
+# Sentiment Feedback Loop Skill
+
+## When to Use
+- Enriching health scores with qualitative insights from surveys, CSM notes, and communities.
+- Building voice-of-customer summaries for exec updates or escalations.
+- Prioritizing product/CS actions based on sentiment trends.
+
+## Framework
+1. **Source Intake** – NPS/CSAT, support tickets, call notes, community threads, surveys.
+2. **Tagging & Themes** – apply taxonomy for product area, sentiment, urgency, persona.
+3. **Routing Rules** – send critical feedback to owners (product, eng, CS, exec sponsors).
+4. **Insight Packaging** – compile trend summaries, quotes, and recommended actions.
+5. **Closed-Loop Tracking** – log actions taken, status, and customer follow-up.
+
+## Templates
+- Sentiment tagging spreadsheet or Notion template.
+- Weekly VOC digest format for leadership.
+- Follow-up tracker for commitments back to customers.
+
+## Tips
+- Automate ingestion where possible but maintain human review for nuance.
+- Highlight positive sentiment for advocacy/reference programs too.
+- Pair with `monitor-customer-health` and `run-escalation-playbook` for context.
+
+---