Add CS Team / Users!
Build a system for tracking trends with Themes, Internal Comments, & Hashtags
Identify key milestones and events: based on trends, are certain lifecycle moments showing up a lot, like do you have lower scores from people with specific transactional experiences, or people that were given specific services? What about new customers vs. old customers? Might be time for an "event-based" survey if so..... But give it a minute!