The welcome project, processed in a real SurveyCoder run

6 October 2026 · 75 English retail and ecommerce comments · STANDARD mode · 75 credits

Synthetic input, actual execution. We imported the same 75 comments and original 20-code book used by the welcome project into an isolated QA project, without copying the preloaded assignments. SurveyCoder then ran the coding job and generated both native Excel exports.

The initial run classified 72 comments, with 3 unclassified. Codex-assisted editorial review changed 15 responses and added 7 codes. The reviewed export contains 75 classified comments and 84 code assignments. These are descriptive counts, not an accuracy score or an independent human validation.

The original book includes example responses from this dataset. This is not a held-out benchmark. The sample contains no NPS score column and cannot demonstrate promoter/detractor differences. The welcome project's preloaded labels are illustrative fixtures, not the output of this job. Differences from those labels are not automatically errors.

The initial Excel is preserved unchanged. Corrections were saved in SurveyCoder before producing the second native export. The review reasons below explain the editorial decisions; repeat runs may produce different assignments.

Visible review decisions

Code numbers refer to the dictionary below. Multiple codes are separated by |.

Show only the 15 changed responsesSearch comments, codes or review reasons

DEMO-001 · Accepted

The checkout process was incredibly smooth and fast. I loved how easy it was to find what I needed.

Preloaded example: 1
Actual initial run: 1
Reviewed output: 1

The explicit theme fits the existing code definition; retain the initial assignment.

DEMO-002 · Accepted

Delivery took too long, almost 2 weeks. I expected much faster shipping for the price I paid.

Preloaded example: 3|12
Actual initial run: 3
Reviewed output: 3

Keep the explicit delivery delay. The mention of the paid price does not state a price increase.

DEMO-003 · Accepted

Customer service was outstanding. The agent resolved my issue on the first call and was very patient.

Preloaded example: 6
Actual initial run: 6
Reviewed output: 6

The explicit theme fits the existing code definition; retain the initial assignment.

DEMO-004 · Accepted

The product quality didn't match the description on the website. Very disappointed with the materials used.

Preloaded example: 10
Actual initial run: 10
Reviewed output: 10

The explicit theme fits the existing code definition; retain the initial assignment.

DEMO-005 · Changed

Great value for money. I've been a loyal customer for 3 years and the quality has always been consistent.

Preloaded example: 9|11
Actual initial run: 11
Reviewed output: 9|11

The comment explicitly praises consistent quality as well as value. Add the quality theme.

DEMO-006 · Accepted

The mobile app keeps crashing when I try to track my order. Please fix this bug.

Preloaded example: 13
Actual initial run: 13
Reviewed output: 13

The explicit theme fits the existing code definition; retain the initial assignment.

DEMO-007 · Accepted

I appreciate the eco-friendly packaging. It shows the company cares about sustainability.

Preloaded example: 19
Actual initial run: 19
Reviewed output: 19

The explicit theme fits the existing code definition; retain the initial assignment.

DEMO-008 · Accepted

Return process was a nightmare. Had to call three times and still waiting for my refund after a month.

Preloaded example: 7
Actual initial run: 7
Reviewed output: 7

The explicit theme fits the existing code definition; retain the initial assignment.

DEMO-009 · Accepted

The new loyalty program is fantastic. I've already earned enough points for a discount on my next purchase.

Preloaded example: 16
Actual initial run: 16
Reviewed output: 16

The explicit theme fits the existing code definition; retain the initial assignment.

DEMO-010 · Accepted

Prices have gone up significantly but the quality hasn't improved. Considering switching to a competitor.

Preloaded example: 10|12
Actual initial run: 12
Reviewed output: 12

Keep the explicit price increase without quality improvement. Do not infer poor materials or quality deterioration.

DEMO-011 · Accepted

The in-store experience was amazing. Staff were knowledgeable and helped me find exactly what I needed.

Preloaded example: 6
Actual initial run: 6
Reviewed output: 6

The explicit theme fits the existing code definition; retain the initial assignment.

DEMO-012 · Accepted

Website is confusing to navigate. It took me 20 minutes to find the size chart for shoes.

Preloaded example: 14
Actual initial run: 14
Reviewed output: 14

The explicit theme fits the existing code definition; retain the initial assignment.

DEMO-013 · Accepted

Very happy with my purchase. The color was exactly as shown in the photos, which is rare for online shopping.

Preloaded example: 9
Actual initial run: 9
Reviewed output: 9

The explicit theme fits the existing code definition; retain the initial assignment.

DEMO-014 · Accepted

I wish you had more payment options. Not everyone uses credit cards. Please add Apple Pay and PayPal.

Preloaded example: 2
Actual initial run: 2
Reviewed output: 2

The explicit theme fits the existing code definition; retain the initial assignment.

DEMO-015 · Changed

The free samples included with my order were a nice touch. Made me want to try other products.

Preloaded example: 16
Actual initial run: Unclassified
Reviewed output: 21

Free samples are explicit. The initial book lacks this theme; add a code instead of inferring a loyalty programme.

DEMO-016 · Accepted

Packaging was excessive. Too much plastic for such a small item. Please consider reducing waste.

Preloaded example: 20
Actual initial run: 20
Reviewed output: 20

The explicit theme fits the existing code definition; retain the initial assignment.

DEMO-017 · Changed

Love the variety of products available. Much better selection than your competitors in this price range.

Preloaded example: 9|11
Actual initial run: Unclassified
Reviewed output: 22

Variety and selection are explicit. Add the missing assortment theme without inferring intrinsic quality.

DEMO-018 · Accepted

My order arrived damaged. The box was crushed and the item inside was broken. Very frustrating experience.

Preloaded example: 5
Actual initial run: 5
Reviewed output: 5

The explicit theme fits the existing code definition; retain the initial assignment.

DEMO-019 · Accepted

The email notifications about my order status were very helpful. I always knew where my package was.

Preloaded example: 4
Actual initial run: 4
Reviewed output: 4

The explicit theme fits the existing code definition; retain the initial assignment.

DEMO-020 · Accepted

I don't understand why I can't use multiple discount codes. Every other store allows this.

Preloaded example: 17
Actual initial run: 17
Reviewed output: 17

The explicit theme fits the existing code definition; retain the initial assignment.

DEMO-021 · Accepted

The product exceeded my expectations. Build quality is premium and it looks even better in person.

Preloaded example: 9
Actual initial run: 9
Reviewed output: 9

The explicit theme fits the existing code definition; retain the initial assignment.

DEMO-022 · Accepted

Wait times for customer support are too long. I was on hold for 45 minutes before speaking to someone.

Preloaded example: 7
Actual initial run: 7
Reviewed output: 7

The explicit theme fits the existing code definition; retain the initial assignment.

DEMO-023 · Accepted

Your social media team is very responsive. They answered my question on Instagram within an hour.

Preloaded example: 8
Actual initial run: 8
Reviewed output: 8

The explicit theme fits the existing code definition; retain the initial assignment.

DEMO-024 · Accepted

The subscription option saved me a lot of money. Auto-delivery every month is super convenient.

Preloaded example: 18
Actual initial run: 18
Reviewed output: 18

The explicit theme fits the existing code definition; retain the initial assignment.

DEMO-025 · Accepted

I had a problem with my account and couldn't log in for a week. The reset password feature didn't work.

Preloaded example: 15
Actual initial run: 15
Reviewed output: 15

The explicit theme fits the existing code definition; retain the initial assignment.

DEMO-026 · Accepted

Fast shipping and the product was well-protected. No complaints about the delivery experience.

Preloaded example: 4
Actual initial run: 4
Reviewed output: 4

The explicit theme fits the existing code definition; retain the initial assignment.

DEMO-027 · Changed

Waited 3 weeks for delivery and when it finally arrived, the wrong item was in the box. Double disappointment.

Preloaded example: 3|10
Actual initial run: 3
Reviewed output: 3|25

Preserve the delay and add the explicit wrong-item theme. Wrong contents do not establish defective materials.

DEMO-028 · Accepted

Your loyalty rewards program is the best I've used. Already saved enough for a free item next month.

Preloaded example: 16
Actual initial run: 16
Reviewed output: 16

The explicit theme fits the existing code definition; retain the initial assignment.

DEMO-029 · Accepted

The website keeps logging me out randomly. Lost my entire shopping cart twice this week.

Preloaded example: 15
Actual initial run: 15
Reviewed output: 15

The explicit theme fits the existing code definition; retain the initial assignment.

DEMO-030 · Accepted

Premium quality materials. This is exactly what I expected from reading the reviews online.

Preloaded example: 9
Actual initial run: 9
Reviewed output: 9

The explicit theme fits the existing code definition; retain the initial assignment.

DEMO-031 · Accepted

Called customer service about a billing issue. The agent was patient and resolved it quickly on the first try.

Preloaded example: 6
Actual initial run: 6
Reviewed output: 6

The explicit theme fits the existing code definition; retain the initial assignment.

DEMO-032 · Accepted

Love the new recyclable packaging. Small changes like this make a big difference for the environment.

Preloaded example: 19
Actual initial run: 19
Reviewed output: 19

The explicit theme fits the existing code definition; retain the initial assignment.

DEMO-033 · Accepted

The mobile app crashes every time I try to apply a coupon code at checkout. Very frustrating bug.

Preloaded example: 13|17
Actual initial run: 13
Reviewed output: 13

An app crash while applying a coupon is a technical bug, not an explicit promotional-policy restriction.

DEMO-034 · Accepted

Prices keep going up every quarter. At this point I'm seriously looking at cheaper alternatives.

Preloaded example: 12
Actual initial run: 12
Reviewed output: 12

The explicit theme fits the existing code definition; retain the initial assignment.

DEMO-035 · Accepted

Checkout was seamless on my first order. Added items, paid with Apple Pay, done in under 2 minutes.

Preloaded example: 1
Actual initial run: 1
Reviewed output: 1

The explicit theme fits the existing code definition; retain the initial assignment.

DEMO-036 · Accepted

My package arrived with a huge dent in the box and the fragile sticker was completely ignored by the carrier.

Preloaded example: 5
Actual initial run: 5
Reviewed output: 5

The explicit theme fits the existing code definition; retain the initial assignment.

DEMO-037 · Accepted

The subscription model saves me so much time. Products arrive right when I need them without reordering.

Preloaded example: 18
Actual initial run: 18
Reviewed output: 18

The explicit theme fits the existing code definition; retain the initial assignment.

DEMO-038 · Accepted

Terrible experience with returns. Still waiting for a refund after 6 weeks and multiple follow-up calls.

Preloaded example: 7
Actual initial run: 7
Reviewed output: 7

The explicit theme fits the existing code definition; retain the initial assignment.

DEMO-039 · Accepted

Product photos on the website are misleading. What I received looks nothing like the listing showed.

Preloaded example: 10
Actual initial run: 10
Reviewed output: 10

The explicit theme fits the existing code definition; retain the initial assignment.

DEMO-040 · Changed

Great selection and competitive prices. I always compare across stores and you consistently come out ahead.

Preloaded example: 11
Actual initial run: 11
Reviewed output: 11|22

Competitive prices and a great selection are both explicit. Preserve both themes.

DEMO-041 · Accepted

Your Instagram DM response time is impressive. Got help within 30 minutes even on a Saturday afternoon.

Preloaded example: 8
Actual initial run: 8
Reviewed output: 8

The explicit theme fits the existing code definition; retain the initial assignment.

DEMO-042 · Accepted

The checkout page doesn't accept my debit card. Had to borrow a friend's credit card to place my order.

Preloaded example: 2
Actual initial run: 2
Reviewed output: 2

The explicit theme fits the existing code definition; retain the initial assignment.

DEMO-043 · Accepted

Delivery was surprisingly fast and the tracking updates were accurate the entire time. Great experience overall.

Preloaded example: 4
Actual initial run: 4
Reviewed output: 4

The explicit theme fits the existing code definition; retain the initial assignment.

DEMO-044 · Changed

Good product overall but I feel it's overpriced compared to similar options available on the market right now.

Preloaded example: 9|12
Actual initial run: 12
Reviewed output: 9|24

Good product quality and a price above alternatives are explicit. No price increase is stated; replace 12 and retain the positive quality theme.

DEMO-045 · Accepted

The store associate went above and beyond to help me find the right size and style. Exceptional service.

Preloaded example: 6
Actual initial run: 6
Reviewed output: 6

The explicit theme fits the existing code definition; retain the initial assignment.

DEMO-046 · Accepted

App notifications are broken. I never receive updates about my order status on my phone anymore.

Preloaded example: 13
Actual initial run: 13
Reviewed output: 13

The explicit theme fits the existing code definition; retain the initial assignment.

DEMO-047 · Accepted

I love the quality of everything I've purchased. Three years as a customer and I've never been disappointed.

Preloaded example: 9|11
Actual initial run: 9
Reviewed output: 9

Quality is praised. No price or cost comparison supports a value-for-money code.

DEMO-048 · Accepted

Too much bubble wrap and plastic inside the box. The item was tiny compared to all that unnecessary packaging.

Preloaded example: 20
Actual initial run: 20
Reviewed output: 20

The explicit theme fits the existing code definition; retain the initial assignment.

DEMO-049 · Accepted

Can't find the return policy anywhere on the website. The search function keeps returning irrelevant results.

Preloaded example: 14
Actual initial run: 14
Reviewed output: 14

The explicit theme fits the existing code definition; retain the initial assignment.

DEMO-050 · Accepted

Waited on hold for over an hour just to track a missing package. This level of service is unacceptable.

Preloaded example: 7
Actual initial run: 7
Reviewed output: 7

The explicit theme fits the existing code definition; retain the initial assignment.

DEMO-051 · Changed

The loyalty points I earned expired without any warning email. Lost 500 points I'd been saving for months.

Preloaded example: 16|17
Actual initial run: Unclassified
Reviewed output: 23

The complaint concerns expired points, a missing negative theme. Neither positive loyalty sentiment nor coupon restrictions describe it.

DEMO-052 · Accepted

Beautiful craftsmanship. The attention to detail in the design really sets your products apart from competitors.

Preloaded example: 9
Actual initial run: 9
Reviewed output: 9

The explicit theme fits the existing code definition; retain the initial assignment.

DEMO-053 · Changed

Shipping was delayed twice with no explanation. Had to contact support myself to get any information at all.

Preloaded example: 3|7
Actual initial run: 3
Reviewed output: 3|27

Keep the delivery delay and add the explicit lack of explanation. No long support call is stated.

DEMO-054 · Accepted

The compostable packaging is a great step forward. Wish more companies would follow your lead on this.

Preloaded example: 19
Actual initial run: 19
Reviewed output: 19

The explicit theme fits the existing code definition; retain the initial assignment.

DEMO-055 · Accepted

Had to create a completely new account because the password reset email never arrived despite multiple attempts.

Preloaded example: 15
Actual initial run: 15
Reviewed output: 15

The explicit theme fits the existing code definition; retain the initial assignment.

DEMO-056 · Accepted

Consistent quality across all my orders. Five purchases this year and every single one has been perfect.

Preloaded example: 9
Actual initial run: 9
Reviewed output: 9

The explicit theme fits the existing code definition; retain the initial assignment.

DEMO-057 · Changed

The checkout experience on mobile is clunky. Buttons are too small and the payment form keeps resetting.

Preloaded example: 13
Actual initial run: 13
Reviewed output: 26

The comment says mobile checkout, not a native app. Do not infer an app; use the explicit checkout-malfunction theme.

DEMO-058 · Accepted

I appreciate the honest pricing. No hidden fees or surprise charges popping up during the checkout process.

Preloaded example: 1|11
Actual initial run: 11
Reviewed output: 11

Fair and transparent pricing supports 11. The absence of hidden fees does not establish a smooth/fast checkout; accept the low-confidence assignment after review.

DEMO-059 · Accepted

My order was left outside in the rain by the delivery driver. The product was completely soaked when I got home.

Preloaded example: 5
Actual initial run: 5
Reviewed output: 5

The explicit theme fits the existing code definition; retain the initial assignment.

DEMO-060 · Changed

The Twitter support team resolved my complaint in under an hour. Very professional and caring response.

Preloaded example: 8
Actual initial run: 8
Reviewed output: 6|8

Twitter responsiveness and professional, caring support are both explicit.

DEMO-061 · Accepted

Signed up for the monthly subscription and it's been a game changer for restocking household essentials.

Preloaded example: 18
Actual initial run: 18
Reviewed output: 18

The explicit theme fits the existing code definition; retain the initial assignment.

DEMO-062 · Changed

The product fell apart after two weeks of normal use. Clearly cheaply made despite the premium price tag.

Preloaded example: 10|12
Actual initial run: 10
Reviewed output: 10|24

Poor construction despite a premium price expresses poor value. Add that theme without inferring a price increase.

DEMO-063 · Accepted

Simple and fast checkout. One-click purchasing makes repeat orders completely effortless. Love this feature.

Preloaded example: 1
Actual initial run: 1
Reviewed output: 1

The explicit theme fits the existing code definition; retain the initial assignment.

DEMO-064 · Accepted

The delivery driver left a photo of where the package was placed. Very helpful and reassuring touch.

Preloaded example: 4
Actual initial run: 4
Reviewed output: 4

The explicit theme fits the existing code definition; retain the initial assignment.

DEMO-065 · Accepted

Why can't I use my loyalty points and a coupon at the same time? That policy makes absolutely no sense.

Preloaded example: 17
Actual initial run: 17
Reviewed output: 17

The explicit theme fits the existing code definition; retain the initial assignment.

DEMO-066 · Accepted

The customer service chatbot is useless. It just keeps sending me in circles without providing any real help.

Preloaded example: 7
Actual initial run: 7
Reviewed output: 7

The explicit theme fits the existing code definition; retain the initial assignment.

DEMO-067 · Changed

Great quality for this price point. You really get more value than what you pay for compared to other brands.

Preloaded example: 9|11
Actual initial run: 11
Reviewed output: 9|11

Great quality and value relative to price are both explicit. Add the quality theme.

DEMO-068 · Accepted

My order came in a box three times bigger than needed. Total waste of cardboard and filler material.

Preloaded example: 20
Actual initial run: 20
Reviewed output: 20

The explicit theme fits the existing code definition; retain the initial assignment.

DEMO-069 · Accepted

Ordered express shipping but it took 10 business days to arrive. That's not express by any definition.

Preloaded example: 3
Actual initial run: 3
Reviewed output: 3

The explicit theme fits the existing code definition; retain the initial assignment.

DEMO-070 · Accepted

Adding more payment options like Klarna or buy-now-pay-later would be really helpful for larger purchases.

Preloaded example: 2
Actual initial run: 2
Reviewed output: 2

The explicit theme fits the existing code definition; retain the initial assignment.

DEMO-071 · Changed

The website mobile version is completely broken. Links don't work and most images refuse to load properly.

Preloaded example: 13|14
Actual initial run: 14
Reviewed output: 26

Broken links and unloaded images describe a technical website failure. No native app or confusing information architecture is stated.

DEMO-072 · Accepted

Signed up through a friend's referral and the welcome bonus credits were a really nice surprise to receive.

Preloaded example: 16
Actual initial run: 16
Reviewed output: 16

The explicit theme fits the existing code definition; retain the initial assignment.

DEMO-073 · Changed

Product arrived with missing pieces. Had to order replacement parts separately which cost me even more money.

Preloaded example: 5|10
Actual initial run: 10
Reviewed output: 25

Missing parts establish incomplete contents. Do not infer damaged delivery or low material quality.

DEMO-074 · Changed

The eco-friendly refill program is brilliant. Less waste and it actually saves me money in the long run too.

Preloaded example: 11|19
Actual initial run: 18|19
Reviewed output: 11|19

Savings and waste reduction are explicit. No recurring subscription or auto-delivery is stated; replace subscription convenience with value.

DEMO-075 · Accepted

I've called support three times about the same issue and still have absolutely no resolution whatsoever.

Preloaded example: 7
Actual initial run: 7
Reviewed output: 7

The explicit theme fits the existing code definition; retain the initial assignment.

Reviewed codebook

Codes 1–20 came from the welcome book. Codes 21–27 were added during review.

Number	Label	Definition
1	Smooth checkout process	Mentions of easy, fast, or seamless checkout
2	Limited payment options	Complaints about missing payment methods
3	Slow delivery	Complaints about long shipping or delivery times
4	Helpful order tracking	Positive mentions of order status notifications, tracking, and careful delivery
5	Damaged delivery	Orders arriving in damaged or broken condition
6	Excellent support agents	Positive experiences with customer service representatives
7	Long support wait times	Complaints about hold times, delays, or ineffective support interactions
8	Responsive social media	Positive mentions of social media team responsiveness
9	Meets or exceeds expectations	Product quality, appearance, or performance meets or exceeds expectations
10	Below expectations	Product quality or materials not matching descriptions or expectations
11	Good value for money	Perceptions of fair pricing, consistent quality relative to cost
12	Price increases without improvement	Complaints about rising prices with no corresponding quality gains
13	Mobile app issues	Bugs, crashes, or performance problems with the mobile application
14	Confusing website navigation	Difficulty finding information or navigating the website
15	Account and login problems	Issues with account access, password reset, or login functionality
16	Great loyalty program	Positive mentions of points, discounts, or loyalty benefits
17	Promotional restrictions	Frustration with limitations on combining or using discount codes
18	Subscription convenience	Positive mentions of auto-delivery, subscription discounts, or convenience
19	Eco-friendly packaging	Positive mentions of sustainable or environmentally conscious packaging
20	Excessive packaging	Complaints about too much packaging material, plastic, or waste
21	Appreciated free samples	Positive mention of free product samples included with an order. Does not require a loyalty programme or earned points.
22	Product assortment and selection	Positive mention of product variety, range, or selection. Do not infer intrinsic product quality or value for money from variety alone.
23	Loyalty points expiry	Complaint about expired or lost earned loyalty points. Do not assign the positive loyalty programme code solely because loyalty points are mentioned.
24	High price or poor value	Explicit complaint that a price is high relative to comparable alternatives or received quality. No price increase is required. Do not infer a price increase from a premium price.
25	Incorrect or incomplete order contents	A wrong item or missing parts/items in the received order. Do not infer damaged delivery or defective materials from incomplete contents alone.
26	Website or checkout technical issues	Broken website links/images or malfunctioning checkout controls, including mobile checkout when an app is not explicitly identified. Do not infer a native mobile app from the word mobile alone.
27	Missing order communication	Complaint about missing proactive explanation or information about an order or delivery delay. Does not require a reported long wait on a support call.

No customer data is included. This demonstrates a reproducible sample workflow, not performance on bank or airline datasets.

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