Individual skill
sentiment-feedback-loop
Process for capturing qualitative feedback and injecting it into CS playbooks.
plugins/customer-success/skills/sentiment-feedback-loop/SKILL.md
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# 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.
