Survey Verbatim Theme Analyzer

The problem this kills

You ran the quarterly CSAT or NPS survey and got back hundreds - maybe thousands - of open-text comments. Somewhere in there is gold: customers telling you exactly what's broken and what they love. But it arrives as an unreadable wall of text.

So you do what every analyst does. You skim a sample, hand-tag a few hundred rows in a spreadsheet, copy-paste "representative" quotes, and pray you didn't miss the one theme that mattered. It eats days. It's not repeatable. And when leadership asks "is billing confusion getting better or worse than last quarter?" you can't honestly answer, because your themes were different last time.

This tool kills that. It reads every comment, groups them into recurring themes, scores sentiment, pulls real example quotes - and then hands you the wheel to merge, rename, split, and approve before anything is shared. Same theme taxonomy every quarter, so trends are actually comparable.

What you'll build

A private, login-protected web app for your CX/ops team that:

• Loads a CSV or Google Sheet of verbatim comments, each with a score (e.g. CSAT 1-5 or NPS 0-10) and a segment (region, product, plan tier - whatever you track).
• Uses AI to cluster the comments into recurring themes, label each theme, score sentiment, and surface a few representative quotes per theme.
• Puts an analyst in control: you review the AI's proposed themes and merge, rename, or split clusters until the theme set is right - and nothing gets reported until you approve it.
• Lets you lock a stable theme taxonomy so this quarter's "Shipping Speed" is the same bucket as last quarter's, making quarter-over-quarter trends real.
• Strips personal information (names, emails, phone numbers) out of any quote used in a report.
• Exports a themed summary - counts, sentiment, and example quotes per theme - and emails it to your stakeholders.

What's inside the Implementation Plan

The plan is a single file you paste into an AI coding agent (Claude Code). It builds the whole tool with you, step by step, in plain language.

It opens by interviewing you about your business - your survey type and score scale, the exact columns in your export, your segments, your typical and peak comment volumes, and the themes you already care about. That's the point: the tool gets tailored to your voice-of-customer process, not dropped on you as a generic template. The agent reads back a short spec, you give a thumbs-up, and only then does it build.

Inside you'll find:

• The discovery interview that shapes the data model to your actual survey data.
• A clean comment importer (CSV or Google Sheet) with a duplicate guard keyed on comment ID.
• The AI clustering step: themes, sentiment, and representative quotes.
• The analyst curation screen: merge, rename, split, and approve clusters.
• The locked, reusable theme taxonomy for comparable trends over time.
• PII stripping on every quote that leaves the building.
• The themed summary export and the Resend email-out.
• A copy-paste prompt at the end of every step, plus a "How to know it works" check and a no-API CSV fallback.

The governance it includes (this is the point)

This isn't a throwaway script - it's an internal tool you can stand behind:

• Login so only your team can open it.
• Row-level security so each organization only ever sees its own surveys and comments.
• A full audit trail - who imported what, who renamed or merged which theme, who approved the report, and when.
• A hard human-in-the-loop approval gate: the AI only ever proposes themes. A person reviews and approves the theme set before any themed report is generated or shared.
• Duplicate guards so the same comment (by comment ID) can't be loaded or counted twice.
• PII protection so customer names and contact details never end up in a leadership deck.

Who it's for

CX and operations analysts and managers who report voice-of-customer upward - anyone who runs CSAT, NPS, or post-interaction surveys and has to turn open-text comments into a story leadership can act on. If you live in survey exports and spreadsheets and you've ever lost a week to manual tagging, this is for you. No developer required.

You've got this - open the plan, paste the first prompt, and let's build it.