Voice of Customer (AI)

Portuguese review comments tagged by Claude (structured output: sentiment + themes + English summary). The model separates frequency from severity in a way star ratings alone can't.

What hurts satisfaction most — by theme

Delivery is the most frequent complaint, but wrong/missing item (~1.7★) and not-as-described (~2.5★) are the most severe — fulfillment-accuracy problems that score lower than slow delivery. Different owners (sellers/fulfillment vs carrier).

Theme volume by sentiment

Sample negative comments (Claude summaries)