Analyze CSAT Feedback to Find What's Actually Broken

Your CSAT data lives in whichever survey platform your company uses. Common exports:

• Medallia / Qualtrics: Dashboard → Export → CSV or Excel
• SurveyMonkey: Results → Export → All responses → CSV
• Zendesk CSAT: Reports → Customer Satisfaction → Export

Open the export in Excel or Google Sheets. Identify the columns with: the rating (1-5 or 0-10) and the open-text comment.

You want to give Claude the open-text comments, the written responses, not just the numerical scores.

Two approaches:

Option A (simpler): Copy the comment column directly and paste into Claude

• Select the comment column in your spreadsheet
• Copy all cells (Ctrl+C / Cmd+C)
• You'll paste this into Claude in Step 4

Option B (for larger datasets): Separate negative comments

• Filter your spreadsheet to show only low-score responses (e.g., scores of 1-2 out of 5, or 0-6 on NPS)
• Copy those comments. this focuses the analysis where it matters most

1. Go to claude.ai and log in
2. Click "New conversation" (or start in your CS Project if you have one set up)
3. You're ready to paste your data

Type or paste this prompt, then paste your comment data below it:

Analyze these customer satisfaction feedback comments from our customer service team. Please:

1. Identify the top 3 recurring themes in negative feedback (with approximate percentage of comments mentioning each theme)
2. Identify the top 2-3 things customers specifically praised
3. Flag any comments that mention the same issue more than 5 times — these are likely systemic
4. Highlight any urgent issues (billing charges, safety concerns, extreme frustration)
5. Recommend one specific improvement the team could prioritize

Here are the comments:
[paste your exported CSAT comments here]

Claude will return a structured analysis. A good output looks like:

• Negative themes: "43% of negative comments mention wait times. 28% mention unclear return process. 19% mention billing confusion."
• Positive themes: "67% of positive comments praise rep friendliness. 41% mention fast resolution."
• Urgent flags: "5 comments mention being charged twice. this may be a billing system issue requiring immediate review."
• Recommendation: "Priority: Clarify the return process. Multiple comments say they didn't know returns required a receipt."

1. Copy Claude's output into a document or your team's reporting channel
2. Share the urgent flags immediately with your manager or team lead
3. Use the systemic themes to update your knowledge base or raise in team meeting