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