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csat-nps-analysis

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Analyse CSAT / NPS / CES survey results and turn the score into actions. Use when asked to analyse NPS, CSAT, or CES data, compute an NPS score, interpret survey verbatims, or build a voice-of-customer readout. Produces a readout — the computed score, the trend & benchmark, themed analysis of the comments (what drives promoters vs. detractors), and prioritised actions. Includes a stdlib NPS/CSAT calculator.

plugins/pm-support/skills/csat-nps-analysis/SKILL.md

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Nov 11, 2026
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# CSAT / NPS Analysis Skill

A satisfaction score on its own is a vanity number — the value is in *why* it's that number and *what to
do*. This skill computes the score correctly (NPS is %promoters − %detractors, not an average), reads the
verbatims for the themes driving promoters and detractors, and turns it into a prioritised action list —
so a survey becomes a roadmap, not a slide.

## Required Inputs

Ask for these only if they aren't already provided:

- **The metric & data** — NPS (0–10 ratings), CSAT (e.g. 1–5 or % satisfied), or CES; the response counts/distribution.
- **The verbatims** — open-text comments (the gold; paste what you have).
- **Context** — segment, time period, and the prior score for trend.
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