Analyzing Feedback Trends
Analyzing Trends in Support-Related Feedback
This prompt helps teams evaluate user feedback received through support channels, such as tickets, live chat, or FAQs. By identifying trends in support requests and complaints, it provides insights into common challenges users face and offers recommendations for proactive solutions.
Responsible:
Product Management
Accountable, Informed or Consulted:
Customer Success, Product, Operations
THE PREP
Creating effective prompts involves tailoring them with detailed, relevant information and uploading documents that provide the best context. Prompts act as a framework to guide the response, but specificity and customization ensure the most accurate and helpful results. Use these prep tips to get the most out of this prompt:
Collect data from support channels, such as ticket logs or chat transcripts.
Organize feedback by frequency, sentiment, or associated product areas.
Define key metrics, such as ticket resolution time or user satisfaction scores, for context.
THE PROMPT
Analyze user feedback from support channels (e.g., tickets, chat logs, FAQs) for [product/service name] to identify trends in user-reported issues. Focus on:
Frequently mentioned problems or questions that indicate recurring challenges.
Patterns in support requests tied to specific features, workflows, or processes.
Trends in user sentiment (e.g., frustration, confusion) based on support interactions.
Recommendations for addressing common issues through product updates, self-help resources, or process improvements.
If needed, ask for additional details about support data or user segments to refine the analysis.
Bonus Add-On Prompts
Highlight the top three recurring issues reported through support channels and suggest fixes.
Propose strategies to reduce ticket volume by addressing key feedback trends.
Identify gaps in existing help resources based on frequent support-related feedback.
Use AI responsibly by verifying its outputs, as it may occasionally generate inaccurate or incomplete information. Treat AI as a tool to support your decision-making, ensuring human oversight and professional judgment for critical or sensitive use cases.
SUGGESTIONS TO IMPROVE
Include time-based analysis to identify trends after product updates or launches.
Focus on specific support types, such as technical vs. billing issues.
Incorporate user satisfaction scores to prioritize impactful improvements.
Highlight regional or cultural differences in support trends, if applicable.
Add feedback about support processes themselves (e.g., wait times, agent interactions).
WHEN TO USE
To identify and address common issues raised through support channels.
When planning self-help resources, such as knowledge bases or FAQs.
During reviews of customer support efficiency and effectiveness.
WHEN NOT TO USE
If support feedback is too minimal or inconsistent for meaningful analysis.
When focusing solely on proactive user feedback rather than reactive support data.