How do I use the Review & NPS Sentiment Analyzer prompt with Claude?

Copy the prompt template, replace the bracketed placeholders with your actual data, and paste it into Claude. The AI will analyze your data and produce structured results including specific recommendations you can act on immediately.

Customer Experience

Review & NPS Sentiment Analyzer

Analyze customer reviews and NPS responses to extract themes, quantify sentiment, and get a prioritized improvement roadmap.

What This Skill Does

This skill takes a batch of customer reviews, NPS survey responses, or support feedback and performs structured sentiment analysis. It categorizes feedback into themes, identifies the drivers of both promoters and detractors, and produces a prioritized improvement roadmap ranked by estimated impact on customer satisfaction and revenue.

What You Need

A collection of customer reviews, NPS responses, or support ticket summaries. Can be pasted as text or CSV.

Prompt Template

Copy this prompt, replace the [BRACKETED] placeholders with your data, and paste into Claude.

Analyze these customer reviews/NPS responses:

[PASTE REVIEWS — include star rating if available]

Perform:
1. Sentiment classification: Positive / Neutral / Negative with percentage breakdown
2. Theme extraction: Group feedback into recurring categories (product quality, shipping speed, customer service, pricing, packaging, website experience, etc.)
3. For each theme: sentiment split, frequency, and 2-3 representative quotes
4. Top 3 drivers of promoters (what makes happy customers happy)
5. Top 3 drivers of detractors (what makes unhappy customers unhappy)
6. Emerging issues: themes that appear in recent reviews but not older ones
7. Prioritized action plan: rank improvements by estimated impact on NPS, effort required, and revenue at risk

If star ratings are provided, also show average rating by theme.

Example Output

Here is what Claude produces when you use this skill with sample data.

**Sentiment Overview (500 reviews analyzed):**
- Positive: 62% (310 reviews) | Avg rating: 4.7
- Neutral: 18% (90 reviews) | Avg rating: 3.4
- Negative: 20% (100 reviews) | Avg rating: 1.8

**Theme Analysis:**

| Theme | Mentions | Avg Rating | Sentiment | Trend (vs. 90d ago) |
|-------|----------|-----------|-----------|-------------------|
| Product Quality | 245 | 4.6 | 88% positive | Stable |
| Shipping Speed | 180 | 3.1 | 45% negative | Worsening (-8%) |
| Packaging | 95 | 4.2 | 72% positive | Improving (+5%) |
| Customer Service | 75 | 2.8 | 55% negative | Worsening (-12%) |
| Website/UX | 42 | 3.5 | 38% negative | New (emerging) |
| Value for Money | 38 | 4.0 | 65% positive | Stable |

**Top 3 Promoter Drivers (what makes happy customers happy):**
1. Product efficacy: "actually works" / "saw results in 2 weeks" (mentioned 156 times)
2. Clean ingredients: "love that it's free from..." (mentioned 89 times)
3. Packaging quality: "feels premium" / "beautiful design" (mentioned 67 times)

**Top 3 Detractor Drivers (what makes unhappy customers unhappy):**
1. Shipping speed: "Took 12 days" / "expected faster" (mentioned 81 times)
   Estimated revenue impact: $14,000/mo in lost repeat purchases
2. Customer service response time: "waited 5 days for reply" (mentioned 42 times)
   Estimated revenue impact: $6,200/mo in churned customers
3. Website checkout issues: "payment failed twice" / "coupon didn't work" (mentioned 28 times)
   Estimated revenue impact: $4,800/mo in abandoned checkouts

**Emerging Issue:** Website/UX complaints appeared in 42 reviews over the last 60 days — up from near-zero previously. Investigate recent site changes.

**Prioritized Action Plan:**

| # | Action | Impact on NPS | Effort | Revenue at Risk |
|---|--------|-------------|--------|----------------|
| 1 | Switch to 2-day shipping for orders $50+ | +8-12 NPS points | Medium | $14,000/mo |
| 2 | Add live chat (reduce CS response to <4 hrs) | +4-6 NPS points | Medium | $6,200/mo |
| 3 | Audit checkout flow for payment failures | +2-3 NPS points | Low | $4,800/mo |
| 4 | Investigate recent website UX regression | +2-4 NPS points | Low | TBD |

Tips for Best Results

Include star ratings if available — they anchor the sentiment analysis and make theme-level ratings possible.

Run monthly to track whether improvements are actually changing sentiment over time.

Feed the detractor drivers directly into your product and operations team stand-ups as action items.

Skip the Prompt — Automate This

Finsi runs this analysis automatically on your live data. No prompting, no copy-pasting — just real-time insights and AI-powered recommendations.

See Customer Research

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