Automate Customer Feedback Sentiment Analysis with n8n & OpenAI

What This Workflow Does

This workflow collects customer feedback from an online form.
It then uses OpenAI to check if the feedback is positive, negative, or neutral.
After that, it saves the feedback and sentiment result in Google Sheets automatically.
This helps teams see and sort feedback faster and easier without doing it by hand.

It stops slow responses to customer issues.
The workflow links feedback type with sentiment for clearer insight.

Who Should Use This Workflow

Anyone collecting a lot of feedback and needing quick reviews can use this.
Support teams, customer experience staff, and managers will save time and avoid mistakes.

Users with basic n8n knowledge and access to Google Sheets and OpenAI can set it up easily.

Tools and Services Used

• n8n Platform: Runs the automation workflow.
  
• OpenAI API: Analyzes feedback text for sentiment.
  
• Google Sheets: Stores and tracks all feedback data.
  
• Online Form Trigger: Starts workflow when customers send feedback.
  

Beginner Step-by-Step: How to Use This Workflow in Production

Step 1: Import the Workflow

1. Download the workflow file using the Download button on this page.
   
2. In the n8n editor, click on “Import from File” and select the downloaded file.
   

Step 2: Add Credentials

1. Open the Credentials section and add your OpenAI API Key and Organization ID.
   
2. Set up Google Sheets OAuth2 credentials for authorized access.
   

Step 3: Update IDs and Settings

1. Enter your Google Sheets document ID and worksheet name in the Google Sheets node.
   
2. Check all node settings for correct form URLs and field names.
   

Step 4: Test the Workflow

1. Submit a test response via the form URL.
   
2. Watch n8n execution logs for errors and check the Google Sheet for the entry.
   

Step 5: Activate the Workflow

1. Turn on the workflow by toggling active status in n8n.
   
2. Monitor execution initially to confirm everything works.
   

If self hosting n8n, consider resources like self-host n8n for stable uptime.

Workflow Inputs, Processing Steps, and Output

Inputs

• Customer feedback submitted via an online form.
  
• Form fields including Name, Feedback Category, Feedback Text, and Contact info.
  

Processing Steps

• The Form Trigger node captures the form data live.
  
• The OpenAI node analyzes the feedback text to classify sentiment.
  
• The Merge node combines sentiment data with original feedback input.
  
• The Google Sheets node appends the data to the specified spreadsheet.
  

Output

• A single Google Sheets table row containing name, category, feedback text, sentiment, contact, and timestamp.
  
• Clear labels to help teams identify urgent or critical feedback by sentiment and category.
  

Common Issues and How to Fix Them

OpenAI API Errors or Blank Results

Usually caused by wrong API Key or bad prompt syntax.
Fix by rechecking the API credentials and using exact curly braces in the prompt:

=Classify the sentiment in the following customer feedback:  {{ $json['Your feedback'] }}

Test with a simple static text if needed.

Google Sheets Append Failures

Often caused by wrong sheet ID or lack of OAuth permission.
Fix by confirming the sheet ID in Google Sheets node and reauthorizing OAuth.

Empty Merge Data

Ensure correct connection order in the Merge node: OpenAI node as first input, Form Trigger as second.
Wrong order leads to missing data.

Customization Ideas

• Add Urgency Detection: Change OpenAI prompt to also ask about urgency like:
  

=Classify the sentiment and urgency of the following customer feedback: {{ $json['Your feedback'] }}

• Helps mark feedback needing fast responses.
  
• Feedback Routing: Use a Filter or IF node after merge to send Product, Service, or Other categories to different sheets.
  
• Slack Alerts: Add a Slack node to notify the team on negative feedback quickly.
  

Summary of Benefits and Results

✓ Saves several hours weekly by automating feedback handling.
✓ Reduces human error in sentiment tagging.
✓ Speeds up identifying feedback type and urgency.
→ Customers get faster, clearer responses.
→ Teams work smarter with accurate data.