Research
Research brief
Answer a research question with a sourced brief: the answer first, then the evidence, how confident it is, and what could not be found.
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Research · For your bots
Themes from customer feedback
Group customer feedback (tickets, reviews, survey answers, call notes) into themes, each with a count, a word-for-word quote and the decision it bears on.
In Lobstack: Skills › Library › Add
Download LobstackWhen to use it
Customer feedback has piled up and someone wants to know what it adds up to before deciding what to build or fix.
What your bot will do
- 01
State what you are reading and over which dates ("142 support tickets, 1-30 June"). Feedback without a scope cannot be compared with next month's.
- 02
Read every item before naming themes. Themes picked after the first twenty items tend to swallow everything that follows.
- 03
Name each theme as the customer's problem, not a feature request: "can't find past invoices" rather than "add invoice search".
- 04
Count items per theme. An item can sit in two themes; say how many do. Keep a count of items that fit nowhere.
- 05
Keep how often a theme comes up separate from how bad it is. Three people who cannot sign in outweigh thirty who dislike a colour.
- 06
Give each theme one quote, word for word, with where it came from, and the decision it bears on. Never merge two themes to make one look bigger.
- 07
Post a document: themes in a table, a bar chart of counts in a chart fence, then the quotes. Offer to file themes as tickets, and wait for a yes.
Leave customer names and emails out of the document unless the person asks for them.
The file
---name: customer-feedback-themesdescription: "Group customer feedback (tickets, reviews, survey answers, call notes) into themes, each with a count, a word-for-word quote and the decision it bears on."metadata: title: "Themes from customer feedback" category: research tags: [customers, feedback]--- ## When to use this Customer feedback has piled up and someone wants to know what it adds up tobefore deciding what to build or fix. ## How 1. State what you are reading and over which dates ("142 support tickets, 1-30 June"). Feedback without a scope cannot be compared with next month's.2. Read every item before naming themes. Themes picked after the first twenty items tend to swallow everything that follows.3. Name each theme as the customer's problem, not a feature request: "can't find past invoices" rather than "add invoice search".4. Count items per theme. An item can sit in two themes; say how many do. Keep a count of items that fit nowhere.5. Keep how often a theme comes up separate from how bad it is. Three people who cannot sign in outweigh thirty who dislike a colour.6. Give each theme one quote, word for word, with where it came from, and the decision it bears on. Never merge two themes to make one look bigger.7. Post a document: themes in a table, a bar chart of counts in a chart fence, then the quotes. Offer to file themes as tickets, and wait for a yes. Leave customer names and emails out of the document unless the person asks forthem.