Agent skill

Csat Analyzer

고객만족도(CSAT/NPS/CES) 메트릭을 체계적으로 설계하고 분석하는 방법론. An agent skill from revfactory/harness-100.

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/ko/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/ko/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/ko/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/ko/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/ko/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/ko/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/ko/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 ko/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/ko/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/ko/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/ko/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/ko/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/ko/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/ko/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: ~704 tokens
SKILL.md length: 145 words
Files: 1
Skills in repo: 464
Repo updated: Mar 22, 2026
First seen: Oct 7, 2026
Licence: Apache-2.0

At a glance

고객만족도(CSAT/NPS/CES) 메트릭을 체계적으로 설계하고 분석하는 방법론. An agent skill from revfactory/harness-100.

Tasks that involve Customer feedback analysis
SKILL.md covers 대상 에이전트, 핵심 CS 메트릭 3종, 운영 메트릭 and VOC (Voice of Customer) 분석 프레임워크, plus 2 more sections
Instructions only: no scripts, shell commands, URLs or credentials in SKILL.md

What it does

Csat Analyzer is an agent skill from revfactory/harness-100. 고객만족도(CSAT/NPS/CES) 메트릭을 체계적으로 설계하고 분석하는 방법론. 'CSAT 분석', 'NPS 설계', 'CES 측정', 'CS 메트릭', '고객만족도 체계', 'VOC 분석' 등 CS 성과 측정 시 사용한다. 단, 실제 설문 발송, 통계 소프트웨어 실행은 이 스킬의 범위가 아니다.

Its SKILL.md is about 700 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

Tasks that involve Customer feedback analysis

Example prompts

“CSAT 분석”
“NPS 설계”
“CES 측정”
“/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 704 tokens when it runs. Until then it costs about 45 tokens; SKILL.md has 145 words of instructions outside code blocks.

Always · name and description, kept in context so the agent knows when to use it: ~45
When it runs · the whole SKILL.md, loaded when a task matches: ~704

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). 145 words, ~704 tokens.

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

name: csat-analyzer
description: 고객만족도(CSAT/NPS/CES) 메트릭을 체계적으로 설계하고 분석하는 방법론. 'CSAT 분석', 'NPS 설계', 'CES 측정', 'CS 메트릭', '고객만족도 체계', 'VOC 분석' 등 CS 성과 측정 시 사용한다. 단, 실제 설문 발송, 통계 소프트웨어 실행은 이 스킬의 범위가 아니다.

CSAT Analyzer — 고객만족도 메트릭 설계 + 분석

cs-analyst의 CS 성과 측정 역량을 강화하는 스킬.

대상 에이전트

cs-analyst — CS 메트릭 체계를 설계하고 분석한다
cs-reviewer — 메트릭 기반으로 CS 품질을 검증한다

핵심 CS 메트릭 3종

CSAT (Customer Satisfaction Score)

질문: "이번 상담에 얼마나 만족하셨나요?" (1-5점)

CSAT = (4점+5점 응답 수) / 전체 응답 수 × 100%

벤치마크:
  우수: 85%+
  양호: 70-84%
  개선필요: 60-69%
  위험: <60%

측정 시점: 상담 직후 (인터랙션 기반)

NPS (Net Promoter Score)

질문: "이 서비스를 친구/동료에게 추천하시겠습니까?" (0-10점)

분류:
  추천자(Promoter): 9-10점
  중립자(Passive): 7-8점
  비추천자(Detractor): 0-6점

NPS = 추천자% - 비추천자%  (범위: -100 ~ +100)

벤치마크 (B2C SaaS):
  우수: 50+
  양호: 30-49
  보통: 0-29
  위험: <0

측정 시점: 분기별 (관계 기반)

CES (Customer Effort Score)

질문: "문제 해결이 얼마나 쉬웠나요?" (1-7점)

CES = 전체 응답의 평균

벤치마크:
  우수: 5.5+
  양호: 4.5-5.4
  개선필요: 3.5-4.4
  위험: <3.5

측정 시점: 상담 직후 (노력 기반)
특징: 재구매 예측에 가장 강력

운영 메트릭

효율성 메트릭

메트릭	공식	벤치마크
FCR (1차 해결률)	1차 해결 건 / 전체 건 × 100	70-75%
AHT (평균 처리 시간)	총 처리 시간 / 처리 건수	채팅 5-8분, 전화 6-10분
ASA (평균 응답 시간)	총 대기 시간 / 응답 건수	채팅 30초, 전화 60초
에스컬레이션율	에스컬레이션 건 / 전체 건	<15%
재문의율	7일 내 재문의 / 전체 건	<20%

생산성 메트릭

메트릭	공식	용도
상담원당 처리량	일 처리 건수 / 상담원 수	용량 계획
채널별 비용	채널 비용 / 채널 처리 건	채널 최적화
셀프서비스 비율	FAQ/봇 해결 / 전체 문의	자동화 효과

VOC (Voice of Customer) 분석 프레임워크

감성 분류

긍정 키워드: 감사, 빠른, 친절, 해결, 만족, 좋은
부정 키워드: 불만, 느린, 불편, 반복, 답변없음, 화남
중립: 문의, 확인, 궁금, 알려주세요

감성 점수 = (긍정 건수 - 부정 건수) / 전체 건수

토픽 분류

1. 카테고리별 분류:
   - 제품 기능 이슈 (40%)
   - 결제/환불 (25%)
   - 배송/물류 (15%)
   - 계정/인증 (10%)
   - 기타 (10%)

2. 추세 분석:
   - 급증 토픽 감지 (전주 대비 +50%)
   - 신규 토픽 식별
   - 계절적 패턴

3. 심각도 분류:
   - Critical: 서비스 장애, 금전적 손해
   - Major: 기능 미작동, 반복 이슈
   - Minor: 불편함, 개선 요청

CS 대시보드 설계

실시간 모니터 (운영팀):
┌──────────┬──────────┬──────────┐
│ 대기 건수 │ 평균 대기 │ 상담원   │
│  [실시간] │  [실시간] │ [가용/전체] │
├──────────┴──────────┴──────────┤
│ 시간별 인입량 그래프              │
├──────────────────────────────┤
│ 채널별 현황 (채팅/전화/이메일)    │
└──────────────────────────────┘

주간/월간 리포트 (관리자):
┌──────────┬──────────┬──────────┐
│ CSAT     │ NPS      │ FCR      │
│ [트렌드]  │ [트렌드]  │ [트렌드]  │
├──────────┴──────────┴──────────┤
│ 토픽별 문의 분포 + 전주 대비     │
├──────────────────────────────┤
│ 상담원별 성과 (처리량, CSAT)     │
├──────────────────────────────┤
│ VOC 주요 이슈 TOP 5            │
└──────────────────────────────┘

개선 프레임워크

CSAT 낮을 때:
  1. 상담원 교육 (응대 품질)
  2. 응답 템플릿 개선
  3. 권한 위임 (즉시 해결 능력)

FCR 낮을 때:
  1. FAQ/지식베이스 강화
  2. 상담원 권한 확대
  3. 에스컬레이션 기준 재정의

AHT 높을 때:
  1. 매크로/템플릿 제공
  2. 내부 도구 UX 개선
  3. 교육 + 멘토링

Files

Just SKILL.md in ko/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
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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?

고객만족도(CSAT/NPS/CES) 메트릭을 체계적으로 설계하고 분석하는 방법론. An agent skill from revfactory/harness-100. Csat Analyzer is an agent skill from revfactory/harness-100. 고객만족도(CSAT/NPS/CES) 메트릭을 체계적으로 설계하고 분석하는 방법론.

When should I use Csat Analyzer?

Csat Analyzer fits situations like: tasks that involve Customer feedback analysis.

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 (ko/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 (ko/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 704 tokens (SKILL.md is roughly 2.8k 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 — 고객만족도 메트릭 설계 + 분석

대상 에이전트

핵심 CS 메트릭 3종

CSAT (Customer Satisfaction Score)

NPS (Net Promoter Score)

CES (Customer Effort Score)

운영 메트릭

효율성 메트릭

생산성 메트릭

VOC (Voice of Customer) 분석 프레임워크

감성 분류

토픽 분류

CS 대시보드 설계

개선 프레임워크

Files

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