Agent skill

Csat Analyzer

A methodology for systematically designing and analyzing customer satisfaction metrics (CSAT/NPS/CES).

Apache-2.0Auto-check passedSales & Support

Install Csat Analyzer

skills CLI

$ npx skills add revfactory/harness-100 --skill csat-analyzer -a claude-code

Project install by default; add -g for ~/.claude/skills/.

GitHub CLI

$ gh skill install revfactory/harness-100 csat-analyzer --agent claude-code

Project scope by default; add --scope user for a personal install. Needs GitHub CLI 2.90.0 or later (public preview).

Manual copy

$ git clone --depth 1 https://github.com/revfactory/harness-100.git skills-src && mkdir -p .claude/skills && cp -r skills-src/en/49-customer-support/.claude/skills/csat-analyzer .claude/skills/csat-analyzer && rm -rf skills-src

Use ~/.claude/skills/ instead of .claude/skills for a personal install. The folder must contain SKILL.md.

Claude Code skills documentation · loads skills from .claude/skills/

Paste into Claude Code

Install the "csat-analyzer" agent skill from https://github.com/revfactory/harness-100/tree/main/en/49-customer-support/.claude/skills/csat-analyzer into .claude/skills/csat-analyzer/ in this project. Copy the whole folder (SKILL.md and every file beside it), keep the folder name "csat-analyzer", then confirm the skill loads.

Claude Code copies the folder itself, the same result as the manual copy. Check what it changed before you commit it.

$skill-installer

$skill-installer install https://github.com/revfactory/harness-100/tree/main/en/49-customer-support/.claude/skills/csat-analyzer

Type this inside Codex. $skill-installer <name> installs a curated skill from openai/skills. The installer writes to $CODEX_HOME/skills (default ~/.codex/skills). Restart Codex if the skill does not show up.

skills CLI

$ npx skills add revfactory/harness-100 --skill csat-analyzer -a codex

Project install goes to .agents/skills/; add -g for ~/.codex/skills/.

GitHub CLI

$ gh skill install revfactory/harness-100 csat-analyzer --agent codex

Project scope by default (.agents/skills/); add --scope user for a personal install.

Manual copy

$ git clone --depth 1 https://github.com/revfactory/harness-100.git skills-src && mkdir -p .agents/skills && cp -r skills-src/en/49-customer-support/.claude/skills/csat-analyzer .agents/skills/csat-analyzer && rm -rf skills-src

Use ~/.agents/skills/ instead of .agents/skills for a personal install.

Codex skills documentation · loads skills from .agents/skills/

Paste into Codex

Install the "csat-analyzer" agent skill from https://github.com/revfactory/harness-100/tree/main/en/49-customer-support/.claude/skills/csat-analyzer into .agents/skills/csat-analyzer/ in this project. Copy the whole folder (SKILL.md and every file beside it), keep the folder name "csat-analyzer", then confirm the skill loads.

Codex copies the folder itself, the same result as the manual copy. Check what it changed before you commit it.

skills CLI

$ npx skills add revfactory/harness-100 --skill csat-analyzer -a cursor

Project install goes to .agents/skills/; add -g for ~/.cursor/skills/.

GitHub CLI

$ gh skill install revfactory/harness-100 csat-analyzer --agent cursor

Project scope by default (.agents/skills/); add --scope user for a personal install.

Manual copy

$ git clone --depth 1 https://github.com/revfactory/harness-100.git skills-src && mkdir -p .cursor/skills && cp -r skills-src/en/49-customer-support/.claude/skills/csat-analyzer .cursor/skills/csat-analyzer && rm -rf skills-src

Use ~/.cursor/skills/ instead of .cursor/skills for a personal install.

Cursor skills documentation · loads skills from .cursor/skills/, .agents/skills/, .claude/skills/, .codex/skills/

Paste into Cursor

Install the "csat-analyzer" agent skill from https://github.com/revfactory/harness-100/tree/main/en/49-customer-support/.claude/skills/csat-analyzer into .cursor/skills/csat-analyzer/ in this project. Copy the whole folder (SKILL.md and every file beside it), keep the folder name "csat-analyzer", then confirm the skill loads.

Cursor copies the folder itself, the same result as the manual copy. Check what it changed before you commit it.

gemini skills install

$ gemini skills install https://github.com/revfactory/harness-100.git --path en/49-customer-support/.claude/skills/csat-analyzer

--scope user (default) or --scope workspace; --path is the subfolder of the repo that holds the skill; --consent skips the security confirmation prompt.

skills CLI

$ npx skills add revfactory/harness-100 --skill csat-analyzer -a gemini-cli

Project install goes to .agents/skills/; add -g for ~/.gemini/skills/.

GitHub CLI

$ gh skill install revfactory/harness-100 csat-analyzer --agent gemini-cli

Project scope by default (.agents/skills/); add --scope user for a personal install.

Manual copy

$ git clone --depth 1 https://github.com/revfactory/harness-100.git skills-src && mkdir -p .gemini/skills && cp -r skills-src/en/49-customer-support/.claude/skills/csat-analyzer .gemini/skills/csat-analyzer && rm -rf skills-src

Use ~/.gemini/skills/ instead of .gemini/skills for a personal install, then run /skills reload.

Gemini CLI skills documentation · loads skills from .gemini/skills/, .agents/skills/

Paste into Gemini CLI

Install the "csat-analyzer" agent skill from https://github.com/revfactory/harness-100/tree/main/en/49-customer-support/.claude/skills/csat-analyzer into .gemini/skills/csat-analyzer/ in this project. Copy the whole folder (SKILL.md and every file beside it), keep the folder name "csat-analyzer", then confirm the skill loads.

Gemini CLI copies the folder itself, the same result as the manual copy. Check what it changed before you commit it.

GitHub CLI

$ gh skill install revfactory/harness-100 csat-analyzer

Installs for Copilot at project scope by default; add --scope user for a personal install. Preview a skill first with gh skill preview. Needs GitHub CLI 2.90.0 or later (public preview).

skills CLI

$ npx skills add revfactory/harness-100 --skill csat-analyzer -a github-copilot

Project install goes to .agents/skills/; add -g for ~/.copilot/skills/.

Manual copy

$ git clone --depth 1 https://github.com/revfactory/harness-100.git skills-src && mkdir -p .github/skills && cp -r skills-src/en/49-customer-support/.claude/skills/csat-analyzer .github/skills/csat-analyzer && rm -rf skills-src

Use ~/.copilot/skills/ instead of .github/skills for a personal install. Commit .github/skills so cloud agent and code review can use it.

GitHub Copilot skills documentation · loads skills from .github/skills/, .claude/skills/, .agents/skills/

Paste into GitHub Copilot

Install the "csat-analyzer" agent skill from https://github.com/revfactory/harness-100/tree/main/en/49-customer-support/.claude/skills/csat-analyzer into .github/skills/csat-analyzer/ in this project. Copy the whole folder (SKILL.md and every file beside it), keep the folder name "csat-analyzer", then confirm the skill loads.

GitHub Copilot copies the folder itself, the same result as the manual copy. Check what it changed before you commit it.

skills CLI

$ npx skills add revfactory/harness-100 --skill csat-analyzer -a opencode

OpenCode documents no install command of its own. Project install goes to .agents/skills/; add -g for ~/.config/opencode/skills/.

GitHub CLI

$ gh skill install revfactory/harness-100 csat-analyzer --agent opencode

Project scope by default (.agents/skills/); add --scope user for a personal install.

Manual copy

$ git clone --depth 1 https://github.com/revfactory/harness-100.git skills-src && mkdir -p .opencode/skills && cp -r skills-src/en/49-customer-support/.claude/skills/csat-analyzer .opencode/skills/csat-analyzer && rm -rf skills-src

Use ~/.config/opencode/skills/ instead of .opencode/skills for a personal install.

OpenCode skills documentation · loads skills from .opencode/skills/, .claude/skills/, .agents/skills/

Paste into OpenCode

Install the "csat-analyzer" agent skill from https://github.com/revfactory/harness-100/tree/main/en/49-customer-support/.claude/skills/csat-analyzer into .opencode/skills/csat-analyzer/ in this project. Copy the whole folder (SKILL.md and every file beside it), keep the folder name "csat-analyzer", then confirm the skill loads.

OpenCode copies the folder itself, the same result as the manual copy. Check what it changed before you commit it.

Facts

Skill name: csat-analyzer
GitHub stars: 1.3k
Token cost: ~1.2k tokens
SKILL.md length: 164 words
Files: 1
Skills in repo: 464
Repo updated: Mar 22, 2026
First seen: Oct 7, 2026
Licence: Apache-2.0

At a glance

A methodology for systematically designing and analyzing customer satisfaction metrics (CSAT/NPS/CES).

CES measurement
SKILL.md covers Target Agents, 3 Core CS Metrics, Operational Metrics and VOC (Voice of Customer)…, plus 2 more sections
Instructions only: no scripts, shell commands, URLs or credentials in SKILL.md
Customer satisfaction system

What it does

Csat Analyzer is an agent skill from revfactory/harness-100. A methodology for systematically designing and analyzing customer satisfaction metrics (CSAT/NPS/CES). Use this skill for 'CSAT analysis', 'NPS design', 'CES measurement', 'CS metrics', 'customer satisfaction system', 'VOC analysis', and other CS performance measurement needs. However, actual survey distribution and statistical software execution are outside the scope of this skill.

Its SKILL.md is about 1.2k tokens, which your agent loads only when the skill is triggered. It is a single SKILL.md file with no bundled scripts.

It sits in Sales & Support, covering Customer feedback analysis. The licence is Apache-2.0.

When your agent uses it

CES measurement
Customer satisfaction system
Other CS performance measurement needs

Example prompts

“CSAT analysis”
“NPS design”
“CES measurement”
“/csat-analyzer”

What it can do on your machine

Read from SKILL.md and the folder at commit 8e8d35c. It shows what the files ask for, not the result of running them.

Tool permissions
Pre-approves nothing: there is no allowed-tools line, so your agent's usual permission prompts apply.
From allowed-tools in the SKILL.md frontmatter.
Runs code
No scripts in the folder and no shell commands in SKILL.md.
From the folder's file list and the shell code blocks in SKILL.md.
Network
No URLs in SKILL.md.
From URLs in SKILL.md, links to its own repository left out.
Credentials
Names no API keys, tokens, secrets or passwords.
From names ending in _API_KEY, _TOKEN, _SECRET, _KEY or _PASSWORD in SKILL.md.

Context cost

Csat Analyzer loads about 1.2k tokens when it runs. Until then it costs about 100 tokens; SKILL.md has 164 words of instructions outside code blocks.

Always · name and description, kept in context so the agent knows when to use it: ~100
When it runs · the whole SKILL.md, loaded when a task matches: ~1.2k

Estimates: characters ÷ 4, the usual rule of thumb; real counts depend on the model's tokenizer. Scripts and assets cost tokens only if the agent reads them.

Safety

Auto-check passed

The automated check found no risky patterns in SKILL.md.

Automated static check — not a guarantee. Review scripts before installing. It scans the text of SKILL.md for risky patterns (piping downloads into a shell, reading credential files, hidden Unicode, destructive commands); files beside SKILL.md are not scanned.

SKILL.md

The full file from revfactory/harness-100 at commit 8e8d35c, republished under its Apache-2.0 licence (© revfactory). 164 words, ~1,201 tokens.

Download SKILL.mdSave it as .claude/skills/csat-analyzer/SKILL.md (or your agent's skills folder).

name: csat-analyzer
description: A methodology for systematically designing and analyzing customer satisfaction metrics (CSAT/NPS/CES). Use this skill for 'CSAT analysis', 'NPS design', 'CES measurement', 'CS metrics', 'customer satisfaction system', 'VOC analysis', and other CS performance measurement needs. However, actual survey distribution and statistical software execution are outside the scope of this skill.

CSAT Analyzer — Customer Satisfaction Metric Design + Analysis

A skill that enhances the CS performance measurement capabilities of cs-analyst.

Target Agents

cs-analyst — Designs and analyzes CS metric systems
cs-reviewer — Validates CS quality based on metrics

3 Core CS Metrics

CSAT (Customer Satisfaction Score)

Question: "How satisfied were you with this interaction?" (1-5 scale)

CSAT = (4 + 5 rated responses) / Total responses x 100%

Benchmarks:
  Excellent: 85%+
  Good: 70-84%
  Needs Improvement: 60-69%
  At Risk: <60%

Measurement Timing: Immediately after interaction (interaction-based)

NPS (Net Promoter Score)

Question: "How likely are you to recommend this service to a friend or colleague?" (0-10 scale)

Classification:
  Promoter: 9-10
  Passive: 7-8
  Detractor: 0-6

NPS = Promoter% - Detractor%  (Range: -100 to +100)

Benchmarks (B2C SaaS):
  Excellent: 50+
  Good: 30-49
  Average: 0-29
  At Risk: <0

Measurement Timing: Quarterly (relationship-based)

CES (Customer Effort Score)

Question: "How easy was it to resolve your issue?" (1-7 scale)

CES = Average of all responses

Benchmarks:
  Excellent: 5.5+
  Good: 4.5-5.4
  Needs Improvement: 3.5-4.4
  At Risk: <3.5

Measurement Timing: Immediately after interaction (effort-based)
Note: Strongest predictor of repeat purchase behavior

Operational Metrics

Efficiency Metrics

Metric	Formula	Benchmark
FCR (First Contact Resolution)	1st contact resolutions / Total cases x 100	70-75%
AHT (Average Handle Time)	Total handle time / Number of cases	Chat 5-8 min, Phone 6-10 min
ASA (Average Speed of Answer)	Total wait time / Answered cases	Chat 30 sec, Phone 60 sec
Escalation Rate	Escalated cases / Total cases	<15%
Re-inquiry Rate	Re-inquiries within 7 days / Total cases	<20%

Productivity Metrics

Metric	Formula	Purpose
Cases per Agent	Daily cases / Number of agents	Capacity planning
Cost per Channel	Channel cost / Channel cases	Channel optimization
Self-Service Ratio	FAQ/bot resolutions / Total inquiries	Automation effectiveness

VOC (Voice of Customer) Analysis Framework

Sentiment Classification

Positive Keywords: thank you, fast, friendly, resolved, satisfied, great
Negative Keywords: complaint, slow, inconvenient, repeated, no response, angry
Neutral: inquiry, confirmation, curious, please let me know

Sentiment Score = (Positive count - Negative count) / Total count

Topic Classification

1. Category-based Classification:
   - Product Feature Issues (40%)
   - Billing/Refunds (25%)
   - Shipping/Logistics (15%)
   - Account/Authentication (10%)
   - Other (10%)

2. Trend Analysis:
   - Surging topic detection (week-over-week +50%)
   - New topic identification
   - Seasonal patterns

3. Severity Classification:
   - Critical: Service outage, financial loss
   - Major: Feature malfunction, recurring issues
   - Minor: Inconvenience, improvement requests

CS Dashboard Design

Real-Time Monitor (Operations Team):
+------------+------------+------------+
| Queue Count| Avg Wait   | Agents     |
| [Real-time]| [Real-time]| [Avail/Total]|
+------------+------------+------------+
| Hourly Incoming Volume Graph          |
+---------------------------------------+
| Channel Status (Chat/Phone/Email)     |
+---------------------------------------+

Weekly/Monthly Report (Management):
+------------+------------+------------+
| CSAT       | NPS        | FCR        |
| [Trend]    | [Trend]    | [Trend]    |
+------------+------------+------------+
| Inquiry Distribution by Topic + WoW   |
+---------------------------------------+
| Agent Performance (Volume, CSAT)      |
+---------------------------------------+
| Top 5 VOC Issues                      |
+---------------------------------------+

Improvement Framework

When CSAT is low:
  1. Agent training (response quality)
  2. Improve response templates
  3. Authority delegation (immediate resolution capability)

When FCR is low:
  1. Strengthen FAQ/knowledge base
  2. Expand agent authority
  3. Redefine escalation criteria

When AHT is high:
  1. Provide macros/templates
  2. Improve internal tool UX
  3. Training + mentoring

Files

Just SKILL.md in en/49-customer-support/.claude/skills/csat-analyzer of revfactory/harness-100.

Open the folder on GitHubat commit 8e8d35c

Compare with similar skills

Csat Analyzer next to the 5 skills that share the most tags, products or categories with it. Stars are the repository's; “used in” counts other GitHub owners with a copy.

Csat Analyzer compared with similar skills
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Bggg Data Amazonbinggandata/bggg-skills	603	—	~1.4k	Automated safety check: Pass	MIT	1 mo ago
Zsxqunnoo/zsxq-skill	304	—	~3.8k	Automated safety check: Pass	MIT	16 days ago
Roadtrip NavigatorWaybox-AI/roadtrip-skill	126	—	~3.4k	Automated safety check: Pass	MIT	28 days ago
Always Compareai-analyst-lab/ai-analyst	304	—	~1.4k	Automated safety check: Pass	MIT	6 days ago

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Questions about Csat Analyzer

What does Csat Analyzer do?

A methodology for systematically designing and analyzing customer satisfaction metrics (CSAT/NPS/CES). Csat Analyzer is an agent skill from revfactory/harness-100. A methodology for systematically designing and analyzing customer satisfaction metrics (CSAT/NPS/CES).

When should I use Csat Analyzer?

Csat Analyzer fits situations like: CES measurement; customer satisfaction system; other CS performance measurement needs.

How do I install Csat Analyzer in Claude Code?

Run `npx skills add revfactory/harness-100 --skill csat-analyzer -a claude-code`. Or copy the skill folder (en/49-customer-support/.claude/skills/csat-analyzer in revfactory/harness-100) into .claude/skills/csat-analyzer in your project. Claude Code loads it when a task matches its description.

How do I install Csat Analyzer in Codex?

Run `npx skills add revfactory/harness-100 --skill csat-analyzer -a codex`. Or copy the skill folder (en/49-customer-support/.claude/skills/csat-analyzer in revfactory/harness-100) into .agents/skills/csat-analyzer in your project. Codex loads it when a task matches its description.

Can I use Csat Analyzer in Cursor, Gemini CLI or GitHub Copilot?

Cursor, Gemini CLI, GitHub Copilot and OpenCode also load SKILL.md folders. With the skills CLI, run `npx skills add revfactory/harness-100 --skill csat-analyzer -a cursor` (or -a gemini-cli, github-copilot or opencode for the others). To copy it by hand, put the folder in .cursor/skills/csat-analyzer, .gemini/skills/csat-analyzer, .github/skills/csat-analyzer and .opencode/skills/csat-analyzer in your project.

What does Csat Analyzer need to run?

SKILL.md names no scripts, command-line tools or credentials: Csat Analyzer is instructions for the agent only.

Does Csat Analyzer access the network?

SKILL.md contains no URLs. Any network use would come from the scripts or tools the agent runs. This is read from the text; nothing was executed.

Is Csat Analyzer safe to install?

Our automated static check of SKILL.md found no risky patterns, such as piping downloads into a shell, reading credential files or hidden Unicode. It is not a guarantee. Review the folder before installing.

What licence does Csat Analyzer use?

Csat Analyzer is published under the Apache-2.0 licence (the repository's licence). It allows redistribution, so the full SKILL.md is shown on this page.

How many tokens does Csat Analyzer use?

About 1.2k tokens (SKILL.md is roughly 4.8k characters). Agents keep only the skill's name and description in context until a task matches; then they load SKILL.md in full.

What are the alternatives to Csat Analyzer?

Skills that share tags, products or a category with Csat Analyzer: Review Analysis (liangdabiao/amazon-sorftime-research-MCP-skill, 940 stars), Bggg Data Amazon (binggandata/bggg-skills, 603 stars), Zsxq (unnoo/zsxq-skill, 304 stars) and Roadtrip Navigator (Waybox-AI/roadtrip-skill, 126 stars). The comparison table on this page puts their stars, adoption, token cost, safety result and licence side by side.

Who maintains Csat Analyzer?

revfactory (a GitHub user) maintains it in revfactory/harness-100, which has 1,290 GitHub stars. The repository holds 464 skills in this directory. The repository was last updated on March 22, 2026.

Source: revfactory/harness-100 on GitHub. Facts on this page come from the repository at the commit we read; the author's words are quoted as theirs.

Install Csat Analyzer

Facts

At a glance

What it does

When your agent uses it

Example prompts

What it can do on your machine

Tool permissions

Runs code

Network

Credentials

Context cost

Safety

SKILL.md

CSAT Analyzer — Customer Satisfaction Metric Design + Analysis

Target Agents

3 Core CS Metrics

CSAT (Customer Satisfaction Score)

NPS (Net Promoter Score)

CES (Customer Effort Score)

Operational Metrics

Efficiency Metrics

Productivity Metrics

VOC (Voice of Customer) Analysis Framework

Sentiment Classification

Topic Classification

CS Dashboard Design

Improvement Framework

Files

Compare with similar skills

Similar skills

More from revfactory/harness-100

Related

Questions about Csat Analyzer