Customer feedback form scored for sentiment in a sheet

Customer feedback form scored for sentiment in a sheet

An n8n workflow with a four-field feedback form. A visitor gives a name, a topic, their feedback and a way to reach them.
An OpenAI chat model labels the sentiment of the feedback, and a Google Sheet gets one row with the answers and the label.

What is inside

• workflow.json: the workflow as n8n exports it, ten nodes, five of them sticky notes. It holds no credential.
• README.md: these notes.

What we changed from the original copy

• Classify feedback with OpenAI was n8n's older OpenAI node, which sends a text-completion request. Its default model,
  gpt-3.5-turbo-instruct, was shut down by OpenAI on 28 September 2026, and the replacement it names, gpt-5.6-terra,
  does not take completion requests. The node is now a Basic LLM Chain with an OpenAI Chat Model node set to
  gpt-5.6-terra. It keeps its name and its prompt, and its answer still leaves as text.
• The chain also has a short system message that asks for one word: Positive, Negative or Neutral. The older node stopped
  its answer after 16 tokens by default, which kept it short. A chain has no such stop.
• The Google Sheets node pointed at the author's own sheet. Its ID is now YOUR_SHEET_ID and its tab is named Sheet1.
• The note with the instructions linked to the author's example sheet. It now lists the eight column headers instead.
• The form's description read orproducts. It now reads or products.
• The credential links and the form's webhook ID are gone, so you select your own.
• Nothing else. The file has no Code node, and its expressions needed no repair.

Before you start

• An n8n instance, on n8n Cloud or your own server.
• An OpenAI API key that can use gpt-5.6-terra.
• A Google account for a Google Sheets OAuth2 credential.
• A Google Sheet with a first tab named Sheet1 and these headers in row 1: Timestamp, Category, Customer Feedback,
  Customer Name, Customer contact, Entered by, Urgent? and Sentiment.

Set it up

1. In n8n, create a workflow, open its menu and choose Import from File. Pick workflow.json.
2. Copy your sheet's ID: the long part of its address between /d/ and /edit.
3. Add a Google Sheets OAuth2 credential and select it in Add customer feedback to Google Sheets. Replace
   YOUR_SHEET_ID in that node with the ID. You can also pick the sheet from the node's list.
4. Add an OpenAI credential and select it in OpenAI Chat Model.
5. Save, open the form's test address and send one answer. A new row should appear in the sheet.
6. Press Publish, then share the form's production address.

The form confirms with "Your response has been recorded" at once, and the run goes on behind it.

How a run goes

1. Submit form with customer feedback (Form Trigger 1) takes four fields: Name, What is your feedback about? (a
   dropdown of Product, Service and Other), Your feedback and How do we get in touch with you? (the only optional one).
2. Two lines leave the form. One goes to Classify feedback with OpenAI, and one goes straight to the Merge node.
3. The chain puts the feedback into its prompt and sends it to OpenAI Chat Model. The reply leaves as text.
4. Merge sentiment with form content (Merge 2.1, combine, multiplex) joins the reply and the form answers into one item.
5. Add customer feedback to Google Sheets (Google Sheets 4.1, append) writes the row: Timestamp from submittedAt,
   the topic, the feedback, the name, the contact, Sentiment from text and Form in Entered by.

Change the look

• The labels: the system message of Classify feedback with OpenAI. Ask for a score or for your own categories there.
• The model: OpenAI Chat Model.
• The form: the title, the description, the dropdown choices and the labels in Submit form with customer feedback. A new
  field needs a column header in the sheet and a line in the columns of Add customer feedback to Google Sheets.
• Where the rows go: swap the Google Sheets node for Airtable, Slack or a database, or add a node after it.

Good to know

• Urgent? is one of the columns in the node, but nothing sets a value for it, so it stays empty.
• The model writes the label. A mixed comment can land on any of the three words, so keep the feedback beside it.
• OpenAI's deprecations page, read on 12 November 2026, lists no shutdown date for gpt-5.6-terra.
• Each answer is one chat call. Only the feedback text goes to OpenAI. The name and the contact go to your sheet alone.
• Once the workflow is published, anyone with the form's address can add rows and spend your OpenAI key.