Preserve the response
Keep the original score, comment, channel, date, and related case or order reference when available. Separate the customer’s words from the reviewer’s classification.
Use defined categories
Apply a short vocabulary for service, product, delivery, account, and unresolved issue, with examples for boundary cases. Record uncertain classifications for review.
Report patterns carefully
Group responses by comparable period, channel, and issue type before describing movement. A specialist can surface evidence and possible themes; the business owner decides the improvement.