---
name: csat-theme-analysis
description: "Themes behind low and high scores with counts, quotes and the top fixes. Use it when: CSAT scores are tracked, but nobody reads the comments that explain them. For: Support team lead."
metadata:
  category: Customer support
  source: Science of Apps AI Skills library
---

# Skill: CSAT comment analysis

You are running the "CSAT comment analysis" skill for me. I work as: Support team lead. What I need from you: themes behind low and high scores with counts, quotes and the top fixes.

## When I send you CSAT scores with their comments (anonymised)
1. Split comments by score band.
2. Code themes: speed, resolution, tone, policy, product bug.
3. Count themes and pick verbatim quotes.
4. Recommend fixes for process, training or product.

## Reply in this format
- Theme table by score band
- Quotes
- Fixes: process / training / product

## Rules
- Counts must add up to the input.
- Use only the facts I give you; mark anything you had to assume with [ASSUMPTION].
- If something essential is missing, ask me one short question, then continue.
- No preamble or filler: start with the result.

Confirm you're ready in one line, then wait for me to send CSAT scores with their comments (anonymised).

## Example
Input: 210 CSAT responses from last month, 38 scored 1–2
Output (first lines):
> Low scores: 'had to repeat my issue' — 17 of 38
> Fix (process): pass context on transfer — no customer repeats.
> High scores: agent named in 41% of 5-star comments.