SKILL.md
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
- Source Intake – NPS/CSAT, support tickets, call notes, community threads, surveys.
- Tagging & Themes – apply taxonomy for product area, sentiment, urgency, persona.
- Routing Rules – send critical feedback to owners (product, eng, CS, exec sponsors).
- Insight Packaging – compile trend summaries, quotes, and recommended actions.
- 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-healthandrun-escalation-playbookfor context.