Customer Support · n8n

Feedback Analyzer: every survey response tagged, scored, and trended — bad ones escalated live

An n8n workflow that catches every survey or feedback-form response via webhook, has Claude tag the themes and sentiment, appends it to a running analysis sheet, and pings Slack immediately when a detractor writes in — plus a monthly themes report nobody has to compile.

difficulty Beginnersetup 30 minresult Feedback becomes a live dataset instead of a folder of unread responses
  1. 1

    Receive every response

    A Webhook node takes the survey tool's POST. A Set node maps your form's fields to the standard shape: {score, text, email, source}. One workflow handles all your forms — pass a source field to tell them apart.

  2. 2

    Tag with Claude

    An HTTP Request to Claude: 'Tag this feedback: themes (1-3 short tags), sentiment (-2..+2), one actionable insight if any. JSON only.' Responses with only a score and no text skip the call — no burn on empty input.

  3. 3

    Append and alert

    A Google Sheets node appends the enriched row. An IF node (score ≤ 6 or sentiment ≤ -1) posts to Slack with the text, themes, and the customer's email ready for a personal reply — while the frustration is still fresh enough to fix.

  4. 4

    Monthly themes report

    A Schedule Trigger (1st, 09:00) hands the month's rows to Claude for the rollup: top themes with counts and trend vs last month, three representative quotes each, and the month's clearest product signal. Posted to Slack where the whole team sees what customers actually said.

Frequently asked questions

Which survey tools does it work with?

Anything that can fire a webhook on response: Typeform, Tally, Google Forms (via Apps Script or the Sheets trigger), Jotform, or a plain form on your site. The workflow starts at 'a response arrived as JSON' — mapping your form's field names to the workflow takes one Set node.

What themes does Claude tag?

It tags freely on the first pass (shipping speed, ease of use, price, support quality...), and the monthly report clusters those tags into your recurring top themes. You can also lock a fixed taxonomy in the prompt if your team already tracks specific categories — fixed is better for trending, free is better for discovering what you didn't know to ask.

Why escalate detractors instantly?

Because an unhappy customer who just told you they're unhappy is the single highest-leverage support moment you get. A personal reply within the hour turns a meaningful share of detractors into loyalists — the same reply next Tuesday is an apology. Score ≤ 6 (or negative sentiment on scoreless forms) triggers the ping.

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