sentiment-feedback-loop

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.

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