We receive hundreds of open-ended customer feedback surveys and NPS comments every month, but we do not have the internal capacity to read and categorize them all. How do we use AI to turn this unstructured feedback into clear issues for our weekly Level 10 Meetings?

Question

Tyler Smith · Accepted Answer

Unstructured customer feedback is an operational goldmine, but it often gets ignored because reading hundreds of comments is too time-consuming. You can easily use AI to categorize this data, but you must connect it to your weekly Level 10 Meeting™ to make it actionable.

First, set up an automated workflow that gathers all survey comments and NPS responses at the end of every week. Use AI to analyze the sentiment of each comment and categorize them into specific buckets, such as product quality, delivery speed, or staff communication.

Second, instruct the AI to generate a concise summary report highlighting the top three negative trends and the top three positive callouts. This report should show the exact number of complaints for each category, giving your leadership team clear data rather than vague impressions.

Third, the owner of your customer service seat must review this AI summary before the Level 10 Meeting™. They must choose the most critical systemic trends and add them to the Issues List. During the meeting, use your IDS® process to solve the root cause of these complaints. This structured process keeps your customer feedback actionable and ensures your operations continuously improve.