Voice of Customer Tagging Scheme
Tag conversations so product teams can use them.
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Design a tagging scheme. Product areas: [PRODUCT_AREAS]. Types of feedback we see: [FEEDBACK_TYPES]. Teams that will use the data: [CONSUMING_TEAMS]. Current tags: [CURRENT_TAGS]. Create a two-level taxonomy: topic (product area) and type (bug, question, feature request, praise, complaint), plus an optional severity. Limit total tags so agents can apply them in ten seconds. Write definitions and examples for each, and rules for choosing between two tags. Return the tag list, a one-page guide, a monthly report layout for product teams with counts and three verbatim quotes per theme (anonymised), and a cleanup plan to merge old tags. Check tagging consistency by having two people tag twenty tickets and compare agreement. Add examples of ten invented ticket snippets and the tags you would apply with the reason. Add a rule that a ticket with two topics gets the one that caused the contact, not the one mentioned last. Suggest how to review tags with product managers each quarter and what to do when a theme appears in more than five percent of tickets.
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