Agent skill · marketing growth · borghei
customer-feedback-triage
Inbound customer-feedback triage system. Categorize, deduplicate, score, and respond to feature requests from support, sales, NPS, in-app feedback, and exec asks (Kano + Cagan). Feeds clean signal into prioritization-frameworks.
Why this skill is useful
Adds a Python tool for categorizing and scoring customer feedback that incorporates specific frameworks like Kano and Cagan, which the AI wouldn't reliably generate on its own.
What it needs
Requires python installed locally. About 5k tokens when loaded. Last updated 2026-07-21. 462 stars on the source repository.
What this skill does
Customer Feedback Triage Overview Most PMs sit on a chaotic inbound stream — Slack DMs, support tickets, sales call notes, CSAT comments, NPS verbatims, in-app feedback widgets, partner emails, exec one-liners — and have no system for converting that stream into prioritization signal. The default mode is reactive: whoever shouts loudest wins, the loudest channels (sales, executives) dominate, and the actual user job stays invisible. This skill provides a workflow and a Python tool for handling that stream. Inputs are raw feedback items from many channels. Outputs are deduplicated, categorized, scored, and routed items, plus acknowledgment responses for the customers who sent them. The frameworks behind it are Marty Cagan's separation of request from opportunity from solution, Noriaki Kano's model of feature-quality categories, Reforge's customer-development model, and ProductPlan's request-management playbook. Detail lives in the references below. Core Capabilities Intake & normalization — one verbatim record per ask across 8 channels (support, sales, social, NPS, in-app, exec, partner, interview) Dedup & clustering — group items by underlying opportunity even when literal requests differ Kano + Cagan classification — Basic/Performance/Delight/Indifferent/Reverse, and Request → Opportunity → Solution Segment-aware scoring — kanoweight × log10(volume+1) × segmentweight × (1 + strategicalignment) as a coarse router (not a final RICE) Response discipline — Will-build / Exploring / Won't-build templates; always acknowledge, sometimes commit, rarely promise Feed-forward routing — to prioritization, discovery, backlog, bug tracker, or strategy When to Use You have a backlog of customer feedback that is not being processed. Sales or Customer Success is constantly forwarding feature requests and expecting a per-request answer. An executive is acting as a request channel and the roadmap is drifting accordingly. …
How to use it
Reference it in AdaL, Claude Code, Cursor or any coding agent — nothing to install:
@skills borghei/customer-feedback-triage