Data & Analytics · Retently + Claude
Retently MCP with Claude: Turn Customer Feedback Into Faster Retention Actions
The short answer
Claude works with Retently through the Model Context Protocol (MCP), a secure standard that lets Claude use the tool with permissions you set. Once connected, Claude can send surveys, analyse customer feedback, fetch NPS scores and trigger follow-up actions from a plain-English request, with people approving important steps.
What is Retently?
Retently is a customer experience management platform. Businesses use it to gather customer feedback through surveys, then analyse the results to understand satisfaction and loyalty. Its main purpose is to help teams improve customer retention by acting on real-time insights. Customer success, marketing, product and support teams commonly use it to spot problems early and respond before customers leave.
How Claude connects to Retently through MCP
The Model Context Protocol is an open standard that lets Claude securely use other software. Think of it as a universal adapter between Claude and a tool such as Retently. Your organisation decides exactly what Claude may access, and the connection can be switched off at any time.
Once connected, Claude can typically read survey results, look up NPS scores and review open feedback comments. It can also help draft and send surveys and trigger follow-up tasks. Your team can ask for these things in ordinary language rather than navigating menus.
Permissions and approvals keep people in charge. We set up least-privilege access, so Claude only reaches the data and actions it needs. Consequential steps, such as messaging a customer or escalating an account, can require human sign-off before they happen, and every action is recorded in an audit log.
What you can automate
Post-purchase satisfaction checks
After a sale or delivery, Claude can prompt Retently to send a short survey to the customer. The results are gathered in one place, so the operations lead can see early signs of trouble without manually setting up each survey.
Weekly NPS reporting
A marketing manager can ask Claude for the latest NPS scores by product line or region. Claude fetches the figures from Retently and summarises the change since last week, saving time spent building spreadsheets each Monday.
Feedback theme analysis
When hundreds of comments arrive, Claude can read through open-text responses and group them into themes such as delivery delays or pricing concerns. Product teams get a clear picture of what customers are actually saying.
Churn-risk follow-ups
When a customer gives a low score, a workflow can flag the account for the customer success team. Claude drafts a suggested follow-up message, and a team member reviews it before anything is sent to the customer.
Support quality monitoring
Support leaders can ask Claude to pull satisfaction scores for recent tickets and highlight agents whose customers report lower satisfaction. This supports coaching conversations based on real feedback.
An end-to-end workflow: Low-score recovery for key accounts
TriggerA customer submits a Retently survey with a detractor score of 6 or below.
Claude receives the new response through the Retently connection and reads the score and comment.
Claude checks the customer record in the CRM to confirm the account owner and contract value.
Claude summarises the issue and drafts a recovery message for the account manager.
The account manager reviews the summary and approves, edits or rejects the draft.
Once approved, a follow-up task is created in the ticketing system and the customer is contacted.
The outcome is logged so the team can track whether the account renews.
OutcomeAccount managers respond to unhappy customers within hours rather than days, and leadership sees a clear record of recovery actions. Results vary by business, but faster responses to detractors are a typical benefit.
How we set it up
Free automation audit
We review your current feedback process and identify the workflows most worth automating, such as survey follow-ups or NPS reporting.
Secure API key connection
Retently supports API key sign-in. We set up the key with least-privilege access and store it securely, so Claude can reach only the data your workflow needs.
Workflow design
We map the end-to-end process across Retently and your other systems, including Microsoft 365, your CRM and ticketing tools, and agree where people must approve actions.
Testing and launch
We test the workflow against real past survey responses, then launch with monitoring and audit logs in place.
Team training
We train your customer, marketing and support staff to use Claude with Retently confidently, and document the process for future changes.
Who benefits
- Customer success managers
- Spot unhappy customers quickly and act on feedback without manual reporting.
- Marketing leads
- Get NPS trends and survey summaries on demand instead of waiting for monthly reports.
- Product managers
- Understand recurring themes in customer comments to guide roadmap decisions.
- Heads of support
- Connect satisfaction scores to ticket handling and coach teams with real evidence.
Security and control
- Least-privilege API key access so Claude reaches only the data each workflow needs.
- Human approval required before any message is sent to a customer or account is escalated.
- Audit logs recording what Claude read, drafted and triggered.
- Regular review of connection permissions and key rotation as part of ongoing support.
- Clear rules on which customer data may be processed and where it is hosted.
For teams in the US, UK, India and the Middle East
Organisations in the United States and the United Kingdom can run this workflow with data handling aligned to their local privacy expectations. In India, we design around the Digital Personal Data Protection Act, 2023. For businesses in the UAE and Saudi Arabia, we apply the relevant national data protection laws. Claude can be hosted in India, the United States, the United Kingdom or the European Union, and we choose the hosting region to meet your specific requirements.
Learn more about Claude and MCP
Anthropic's AI model and assistant.
Secure links between Claude and business tools.
How engineers build and change software with Claude.
Hosted agents that run multi-step work.
The open standard Claude uses to connect to tools.
Frequently asked questions
What does the Retently MCP server do?
The Retently MCP server acts as a secure bridge between Claude and your Retently account. It lets Claude send surveys, analyse feedback, fetch NPS scores and trigger follow-ups when you ask in natural language. It only exposes the actions you allow, so your team keeps control of what happens in the platform.
Is connecting Claude to Retently secure?
Security depends on how the connection is configured. We use an API key with least-privilege access, store it securely, and add human approval for consequential actions. Every action is logged for audit, and keys can be rotated or revoked at any time.
What can Claude actually do with Retently?
Typically Claude can retrieve survey responses and NPS scores, summarise open-text comments into themes, draft survey messages and follow-ups, and trigger tasks in connected systems. The exact actions depend on how we configure your workflow and the permissions you approve.
How long does setup take?
A focused workflow often takes a few weeks from the free audit to launch, including testing against real past responses and team training. More complex setups that span several systems take longer. We give you a clear timeline after the audit.
What access or plan do I need?
You need an active Retently account with the ability to generate an API key. The specific plan and permissions depend on the features you use, so we confirm this during the free audit and tell you what your account must support before we begin.