Analyze customer recommendation and satisfaction surveys, NPS and CSAT, from Google Sheets. Group comments into themes, explain weekly score changes and low-score drivers, and post a Slack digest with representative quotes without modifying survey data.
Weekly NPS/CSAT theme analysis for {{survey_sheet}}. Reads survey responses from Google Sheets, clusters them into themes with sentiment and detractor drivers, tracks score movement week over week, and posts a summary with representative quotes to {{report_channel}}. Read-only on the sheet and report-only — no writes to any survey system, no respondent contact.
Review the instructions the agent will receive before you install.
Read-only and report-only: the agent never edits the sheet and never contacts a respondent. The output is a Slack message; a human decides what to act on. </overview>
<when-to-load> - The weekly cron fires the NPS/CSAT analysis sweep. - A human asks the agent to analyze survey responses or summarize NPS/CSAT. </when-to-load> <workflow>Read {{survey_sheet}} in full through the google_sheets connector,
read-only. Identify the columns: response timestamp, score (0–10 for NPS,
typically 1–5 for CSAT), free-text comment, and any segment/plan column if
present. If column names vary, match by content (a 0–10 numeric column next to
free text is almost always the NPS score).
Using the timestamp column, split responses into "this week" (since the last run, one cadence period back) and "prior periods" (everything before). Because the session is fresh each run, this split is derived entirely from the sheet's own dates — there is no external ledger to consult.
For NPS: promoter (9–10), passive (7–8), detractor (0–6). For CSAT: map the top band to promoter-equivalent, middle to passive-equivalent, bottom to detractor-equivalent, using whatever scale the sheet actually uses. For each response with a comment, tag sentiment (positive / neutral / negative) from the text itself — a detractor can still leave a neutral comment, and a promoter can still flag a real complaint.
Group the free-text comments into themes (e.g. pricing, onboarding, support responsiveness, a missing feature, performance, a specific bug) by what the respondent means, not the exact wording, using the full response history so a theme is recognized as recurring even when no two comments phrase it the same way. For each theme, pick one or two representative quotes and note which score band they came from.
Filter to this week's detractor responses specifically. Rank the themes that show up among detractors by frequency, and call out the top few as "detractor drivers" with a count and a quote each. Compare against prior weeks' detractor themes: flag any driver that is new this week or has grown in share.
Compute this week's NPS/CSAT score (using the standard formula: %promoters − %detractors for NPS, or the equivalent top-box rate for CSAT) from the full history and compare it to the prior period(s) in the same sheet. State the direction and size of the move, and attribute it: is it more detractors, fewer promoters, a shift in passives, or some combination.
Post one message to {{report_channel}}:
Nothing else is written anywhere. The sheet is never modified, and no respondent is contacted.
</workflow> <guardrails> - **Read-only on the sheet.** The agent never edits a row, adds a column, or writes a score back to `{{survey_sheet}}`. - **Report only, no action.** The agent never emails, messages, or otherwise contacts a survey respondent, and never opens a ticket or task on their behalf. Deciding what to do about a theme stays with people. - **Single output.** The only thing that leaves the sandbox is the one weekly post to `{{report_channel}}`. - **Secrets scoped.** The Google Sheets and Slack credentials are injected at runtime; never written to disk or logged. - **Recompute, don't accumulate.** Each run is a fresh session — themes, bands, and the trend are always recomputed from the sheet's own history, not from a memory file, so there's nothing stale to carry forward or drift from. </guardrails> </skill>No reviews yet. Tell others what you thought.
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