# 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.

- URL: https://getdeck.io/playbooks/define-segments
- Author: Matt Teixeira
- Published: 2026-11-01
- Updated: 2026-11-01
- Stage: Taxonomy

## 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.

Deck features used:

- [Segments](https://docs.getdeck.io/docs/features/segments)
- [Themes](https://getdeck.io/product/themes)

## How to Set Up Customer Segments in Deck

### 1. Turn On Segments

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

### 2. 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. 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. 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. 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. 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.

## Define Segments with Your AI Agent

You need:

- Deck MCP connected to your agent

Your agent starts with the `explore_segments` tool.

Paste this prompt into your agent:

```text
Use Deck MCP. Fetch and follow https://docs.getdeck.io/docs/agents/workflows/define-segments.md
```

Full agent workflow: https://docs.getdeck.io/docs/agents/workflows/define-segments.md

## Customer Segment Plan Template

### Customer Segment Plan

```text
## 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]
```

## Frequently Asked Questions

### Who can set up segments?

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

### Do rules tag the feedback we already have?

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.

### What if no rule matches an insight?

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.

### Can a rule use a CRM field?

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.

### What happens if we delete a segment?

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.

### Can my AI agent set up segments?

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.

## Related Playbooks

- [Customer Segment Comparison: What Each Group Asks For](https://getdeck.io/playbooks/segment-comparison.md): Compare what two customer segments ask for, such as enterprise and SMB, with shared themes, leading themes, and quotes. Run it in Deck or with your agent.
- [NPS Analysis: Find the Themes Behind Your Detractors](https://getdeck.io/playbooks/nps-breakdown.md): Explain your NPS score with its period, trend, and respondent split, then find the themes and quotes that drive detractors. Run it in Deck or with your agent.
- [Prioritize Your Product Backlog with Customer Evidence](https://getdeck.io/playbooks/prioritize-backlog.md): Pick the top opportunities from a backlog ranked on customer evidence, with a reason, a risk, and quotes for each pick. Run it in Deck or with your AI agent.