Deck

Segment Customer Feedback by Plan, Size, and Key Account

Set up customer segments in Deck with rules that tag feedback by plan, domain, or source, check each rule catches the right insights, then filter by each group.

By Matt TeixeiraUpdated

Run it in Deck
Time to Run
20 min
Uses
Segments,Themes
You Get
Customer Segment Plan
Run It
In Deck or with your agent

How Do You Segment Customer Feedback?

Create a named segment for each customer group that matters, such as Enterprise, SMB, or key accounts. Then add rules that tag feedback automatically, for example by email domain, plan, integration, or Slack channel. Check that each rule catches the right feedback. Then filter themes, insights, and NPS by that group.

Why All-Customer Averages Hide What Matters

Your biggest theme says customers want better reporting. But is that your enterprise accounts, or a hundred free users? When all feedback lands in one pile, a loud group drowns out the one that pays, and you cannot tell whether a problem is worth fixing for the customers you want to win.

How Deck Tags Feedback by Customer Group

A Deck segment is a named customer group with rules that tag feedback for you, by email domain, plan, integration, Slack channel, and more. Rules also tag new feedback as it arrives, and Deck can apply a new rule to what you already have. Then themes, insights, and NPS can be filtered to one group, and opportunities and initiatives can be scoped to it.

How to Set Up Customer Segments in Deck

Run it yourself in Deck, or hand it to your AI agent. Same steps, same result.

  1. 01

    Turn On Segments

    Segments must be on for your workspace. An organization admin turns them on in Settings → Segments.

  2. 02

    Create a Segment for Each Customer Group

    In Settings → Segments, click New Segment, enter a name, choose a color, and save. Use your team's words, such as Enterprise, SMB, or Key accounts. Names must be unique in your organization.

  3. 03

    Add Rules That Tag Feedback

    Give each segment one or more rules: email domain, company name, plan, integration source, Intercom or Zendesk tags, a Slack channel, or Gong properties. Feedback joins the segment when any rule matches. Confirm when Deck offers to apply a new rule to your existing contacts.

  4. 04

    Check the Segment Caught the Right Feedback

    Filter Visualize → Themes by the new segment and read a few insights. If the wrong feedback shows up, change the rule. For what no rule can match, assign the segment from the insight detail view.

  5. 05

    Scope Opportunities to a Segment

    In the Opportunity Backlog table, assign a segment inline to scope an opportunity to one customer group. The opportunity's Overview then shows its segment scope.

  6. 06

    Generate Initiatives for One Segment

    Assign one or more segments to an initiative. When Deck generates it, the evidence comes only from those customer groups, not your whole user base.

Customer Segment Plan Template

customer-segment-plan.md
## Segments
Segment        | Description                       | Rules (any rule matches)                     | Status      
---------------|-----------------------------------|----------------------------------------------|-------------
[Enterprise]   | [Accounts on the Enterprise plan] | Plan [enterprise]; Email domain [@bigco.com] | New / Exists
[Key accounts] | [Top accounts by revenue]         | Company name [Acme Inc]                      | New / Exists
[Support]      | [Everything from the help desk]   | Integration source [Zendesk]                 | New / Exists
## Rule types
- Email domain: [@company.com]
- Company name: [Acme Inc]
- Plan: [enterprise]
- Integration source, tag, or custom attribute: [Zendesk, tag vip]
- Slack channel: [#vip-customers]
- Gong owner, workspace, or folder: [name]
## Check each rule
[ ] 2 or 3 sample insights belong to the segment
[ ] Applied to existing feedback when prompted
[ ] Insight count checked after tagging finishes: [Deck count]
Plain text. Pastes into Docs, Notion, or your agent.19 lines

Frequently Asked Questions

Only an organization admin can turn segments on. With Deck MCP, any member can then create segments and rules.

Yes, when you confirm. After you save a new rule, Deck can apply it to existing feedback in the background. Rules also tag new feedback as it arrives.

Deck's AI classifier reads the insight and assigns the closest segment. You can also assign a segment by hand from the insight detail view, or pick a default segment when you upload a CSV or interviews.

Yes, through Deck MCP a rule can match a field from a connected CRM. Only an organization admin can connect a CRM, in Settings → Integrations.

The segment and its assignments are removed. Contacts and insights are not deleted. Through Deck MCP, archiving a segment or deleting a rule cannot be undone, so the agent asks every time.

Yes. With Deck MCP connected, paste the prompt on this page. The agent proposes the segments and rules, previews each rule on real insights before saving it, and asks before it creates anything.