Reputation response — reviews and inbound feedback

TL;DR. Triage incoming reviews and feedback (G2, Capterra, Google, Trustpilot, support tickets). Categorise, draft responses for human review, roll up themes for the product team. 3–4 hours per week of CX time saved at steady state. Never auto-post — Cowork drafts, a human approves and sends.

Job to be done#

Triage inbound reviews and feedback. Classify sentiment, identify themes, draft responses for human review, and roll up patterns for the product team.

Who runs it#

Customer-experience lead, marketing ops, or the founder in early-stage companies.

Inputs (inbox/)#

• Review exports (CSV) or screenshots
• Tone guide and response examples for different sentiment levels
• Internal escalation rules ("if rating ≤ 2, route to founder")

Outputs (output/)#

• reviews-[period].xlsx with sentiment, theme, suggested response
• responses-draft/ folder with one Word draft per review needing reply
• themes-roundup-[period].md for the product team

Prompt seed#

Read /inbox/reviews-[period].csv.
For each review:
- Classify sentiment (positive / neutral / negative)
- Identify themes from /inbox/theme-taxonomy.md
- Draft a response following /inbox/response-examples/[sentiment].docx
- Flag for escalation per /CLAUDE.md/escalation-rules
Output to /output/reviews-[period].xlsx with one row per review and
full response text in a column.
Save individual response drafts in /output/responses-draft.
Roll up themes by frequency in /output/themes-roundup-[period].md.

Quality bar#

• Negative reviews acknowledge specifics — never a generic apology.
• Tone matches house style; avoid corporate-speak.
• Escalation rules respected without exception.
• Common trip-up: positive reviews getting longer responses than negative ones. Cap word counts in the prompt.

Time saved (typical)#

3–4 hours per week of CX time at steady state.

Upgrade path#

• Connector to the review platform for read + post (Trustpilot, G2 where available).
• A review-triage skill for daily runs.

Tinkso's take#

Never auto-post. Cowork drafts; a human approves and sends. The five minutes a human spends per response is the difference between a brand voice and a brand crisis. The temptation to wire this to a connector that posts directly is real and consistent; resist it for at least the first 90 days, and probably forever.