Purpose
Turn messy, unstructured customer feedback — call notes, ticket dumps, QBR takeaways, Slack messages — into a clean, cross-functional insight briefing that clusters themes, quantifies their prevalence, and routes each finding to the team that owns the fix. Eliminates the weekly scramble of manually distilling feedback into something Product, Sales, and Leadership will actually read and act on.
When to Use
Invoke this skill when the user asks to:
- Synthesize a batch of customer call or QBR notes into a shareable summary
- Convert support tickets or feedback logs into cross-functional insights
- Prepare a weekly or monthly customer insight briefing for stakeholders
- Identify recurring trends or themes across scattered customer feedback
- Build a feedback summary that routes action items to Product, Support, or Sales
- Turn a pile of raw customer quotes into a structured, prioritized report
Inputs Required
Before starting, collect:
- Raw feedback: The unstructured notes — pasted call notes, ticket exports, quotes, transcripts, or QBR takeaways
- Time period: The window this feedback covers (e.g., "last 30 days," "Q2")
- Primary audience: Who reads this briefing — Product, Leadership, Sales, Support, or all
- Account context: Segment, tier, or size of the accounts represented (Enterprise / Mid-market / SMB), if known
- Known priorities: Any current company or product priorities the feedback should be mapped against
- Volume signal: Roughly how many accounts or interactions the feedback represents
If account context or volume is missing, generate the briefing without segment weighting and flag that prevalence estimates are qualitative rather than quantified.
Instructions
Step 1: Extract and Normalize Raw Signals
Read the full feedback dump and pull out discrete signals — one atomic observation per line.
- Separate distinct points even when they appear in the same sentence
- Strip filler and preserve the customer's actual language for later quoting
- Tag each signal with its likely source type: Feature request / Bug or friction / Praise / Churn risk / Expansion signal / Onboarding gap
- Discard pure logistics (scheduling, pleasantries) that carry no insight
Step 2: Cluster Signals into Themes
Group related signals into 4–8 named themes.
- Name each theme in plain business language (e.g., "Reporting exports too slow for month-end," not "Performance")
- Merge near-duplicates; a theme should represent a pattern, not a single voice
- For each theme, count how many distinct signals (and accounts, if known) rolled into it — this is the prevalence signal
- Rank themes by a combination of frequency and business severity (churn/expansion signals outrank cosmetic requests)
Step 3: Map Sentiment and Trajectory
For each theme, assign:
- Sentiment: Positive / Neutral / Frustrated / At-risk
- Trajectory: New this period / Recurring / Escalating / Resolving
- Business impact: Retention / Expansion / Adoption / Brand — which lever this theme moves
- Flag any theme touching a churn risk or expansion signal as high-priority regardless of frequency
Step 4: Attach Evidence
For each theme, include 1–2 verbatim (or lightly cleaned) customer quotes that best illustrate it.
- Quotes make findings credible and un-ignorable to stakeholders
- Attribute by segment/tier where possible ("Enterprise, month-end user") without exposing individual account names unless the user requests it
Step 5: Route Action Items by Owner
For each theme, write one specific, routed recommendation:
- → Product: Roadmap, feature, or UX changes
- → Support / CS: Enablement, documentation, or proactive outreach
- → Sales: Expansion plays, messaging, or deal-risk flags
- → Leadership: Strategic decisions, resourcing, or trade-offs Each action states what to do, who owns it, and why it matters now.
Step 6: Write the Executive Summary
Open the briefing with a 3–5 sentence TL;DR covering:
- The single most important trend this period
- The biggest emerging risk
- The biggest emerging opportunity
- The one decision or action stakeholders should take away
Output Format
- Structure: Executive summary at top, then a ranked theme-by-theme breakdown, then a consolidated action table
- Length: 700–1,100 words
- Format: Structured document — executive summary as prose; each theme as a labeled block (Theme / Prevalence / Sentiment / Trajectory / Impact / Evidence / Owner Action); final action items as a table
- Sections: Executive Summary → Ranked Themes (4–8) → Consolidated Action Table (Owner | Action | Priority | Linked Theme)
- Tone: Concise, decision-oriented, cross-functionally neutral — advocates for the customer without blaming any internal team
Quality Checklist
Before delivering output, verify:
- [ ] Every theme has a prevalence count (signals and/or accounts) — not just a vague "several customers"
- [ ] Between 4 and 8 named themes, ranked by frequency and severity
- [ ] Each theme carries a sentiment label, trajectory label, and business impact lever
- [ ] Every theme includes at least one verbatim customer quote as evidence
- [ ] Every theme routes to a specific owner (Product / Support / Sales / Leadership) with a concrete action
- [ ] The executive summary names one top trend, one risk, one opportunity, and one recommended action
Notes
- The value is in the routing and prevalence, not the summary alone — a briefing no team can act on is just a nicely formatted vent
- Churn and expansion signals should always surface near the top even when they're low-frequency; a single at-risk Enterprise account outweighs ten SMB cosmetic requests
- When feedback volume is low, be honest about it — label findings as "early signal" rather than inflating them into trends
- Reuse the same theme names period-over-period so stakeholders can track whether a trend is escalating or resolving across briefings
How to use this skill
This file is a Claude Code skill in Anthropic's standard format — markdown with YAML frontmatter at the top.
Installing in Claude Code:
~/.claude/skills/<folder-name>/SKILL.md— auto-loads in every session anywhere on your machine (recommended for skills you'll use across multiple projects)<your-project>/.claude/skills/<folder-name>/SKILL.md— auto-loads only when working in that project (recommended for project-specific skills)
Restart Claude Code or open a new session to register.
Using in Claude.ai, ChatGPT, Gemini, or other AI tools:
- Drag this file into a new chat, or copy and paste its contents
- Send your task or request as your next message — the AI will apply the skill where it fits
For Claude Code skill details: https://docs.anthropic.com/en/docs/claude-code/skills