Customer reviews as priorities

How can AI help you turn customer reviews into improvement priorities?

1250 € per session, excl. VAT

In short

Quality, marketing and customer experience teams learn to analyse customer reviews with an AI assistant capable of document analysis: code themes, count them in a spreadsheet, link each theme to verbatim quotes, separate frequency from severity and choose three measurable actions. Deliverables: a coding grid, a sourced summary and an improvement plan.

Why this training?

The problem
Customer reviews accumulate without being systematically transformed into decisions and improvement actions.
What it costs today
Improvement opportunities are missed and decisions are made based on impressions rather than structured analysis.
Why this skill
This skill is necessary to accurately analyze the voice of the customer to establish reliable action priorities.
What you gain
The participant and the company gain the ability to transform raw customer data into a concrete and defensible improvement plan.

Objectives of this training

  • Detect irrelevant reviews or duplicates within a given corpus.
  • Construct a consistent and exclusive thematic coding grid.
  • Code customer reviews by themes using an AI assistant capable of text analysis while verifying the results.
  • Quantify the frequency of review themes and identify their potential severity.
  • Select measurable improvement actions based on the analysis.
  • Identify the limitations and biases of the analyzed review corpus.

Who is it for and what are the prerequisites?

Roles and tasks concerned

  • Quality managers who analyze customer satisfaction
  • Marketing teams who study brand perception
  • Customer experience teams who manage user feedback
  • Establishment managers who improve services
  • Product managers who optimize features

Prior skills

  • AI Fundamentals and AI Prompting completed, or equivalent experience (a learning prerequisite, not a registration condition).
  • Basic practice of a spreadsheet tool
  • Understanding of customer review challenges
  • Understanding of continuous improvement objectives
  • A paid subscription to an AI solution offering the features used, the organisation’s authorisation for third-party tools, and the actual accounts and access rights.

To prepare before the session

  • Have a basic practice of an AI assistant capable of text analysis.
  • Have a basic practice of a spreadsheet.
  • Access an account for an AI assistant capable of text analysis for the duration of the session.

What you will work on

  1. Prepare the corpus and coding grid

    The participant knows how to structure the review corpus and define a thematic coding grid for analysis.

  2. Code with an AI assistant and count in the spreadsheet

    The participant can use an AI assistant capable of text analysis to code reviews and then quantify the identified themes using a spreadsheet.

  3. Link themes to verbatim quotes

    The participant is capable of associating each review theme with exact quotes to support the summary.

  4. Prioritize and decide

    The participant can prioritize review themes and propose concrete improvement actions.

What you take away

  • Established review coding grid.
  • Sourced summary by theme including verbatim quotes.
  • Improvement plan with three measurable actions.

Method and assessment

  • Guided analysis of a fictional corpus with duplicates and counter-examples
  • Systematic human checks of coded samples
  • Collective decision on priorities

Work is assessed on the consistency of the grid, the accuracy of counts verified in the spreadsheet, exact quotes for every theme, the distinction between frequency and severity, and how measurable the three chosen actions are.

Frequently asked questions

What concrete result does this course deliver?

The team can turn a large volume of reviews into three sourced, measurable priorities, with a reusable grid. Deliverables: review coding grid, sourced summary by theme with verbatim quotes, improvement plan with three measurable actions.

Who is this course for and what are the prerequisites?

It is designed for: quality managers, marketing and customer experience teams, hospitality and service managers. Basic experience with the chosen AI assistant and a spreadsheet. The exercise corpus is fictional; a real corpus may only be discussed if it is anonymised and authorised.

What data and access need to be arranged?

The exercise corpus is fictional. A real sample may only be used if it is anonymised, authorised and compatible with the organisation's rules on using an AI assistant. Required tools and licences are checked before the session; no subscription is included in the price.

What practical exercise is completed?

The group works on a corpus of 60 fictional reviews including duplicates and counter-examples. They code themes, count them in a spreadsheet, link each theme to quotes, separate frequency, severity and collection bias, and choose three measurable actions.

What are the limits and who validates the results?

Results describe the corpus analysed, not every customer. The chosen AI assistant may miscode an ironic or ambiguous review: samples are reviewed by a person and counts are done in the spreadsheet, not in the conversation.

Can the course be adapted to our line of work?

During scoping, the fictional corpus and starting grid are adapted to the sector: hotels, restaurants, retail, business services or digital products.

How is the session organised and what does it cost?

Half-day, private in-person session for up to 12 participants. The fee is €1,250 excluding VAT per session. Date and location are agreed during scoping; each session runs in a single language: French, Dutch or English.

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