3eda9bdbfa
Universal Review Taxonomy v5.1 implementation with: - Track A (Training): A1 Quickstart, A2 QA Protocol, A3 Calibration Set, A4 Full Manual - Track B (Engineering): B1 Code Registry, B2 Database Schema, B3 Owner Routing, B4 API Contract - Track C (Analytics): C1 Issue Lifecycle, C2 KPI Mapping Guide - Track D (Integration): D1 Dashboard Specification Covers 7 domains, 28 categories, 138 subcodes, 16 causal codes, and 7 metadata dimensions. Co-Authored-By: Claude Opus 4.5 <noreply@anthropic.com>
1767 lines
63 KiB
YAML
1767 lines
63 KiB
YAML
# =============================================================================
|
|
# B1: URT Code Registry
|
|
# Universal Review Taxonomy v5.1
|
|
# =============================================================================
|
|
#
|
|
# Canonical Counts (per spec header):
|
|
# - 7 Experience Domains
|
|
# - 28 Categories
|
|
# - 140 Subcodes (spec claims 140, but detailed definitions yield 138)
|
|
# - 16 Causal Codes
|
|
# - 7 Metadata Dimensions with 24 Values
|
|
# - Total Classification Codes: 156 (spec claims), 154 (actual defined)
|
|
#
|
|
# Status: Frozen - Production Ready
|
|
# Release Date: 2026-01-23
|
|
# =============================================================================
|
|
|
|
version: "5.1"
|
|
status: "frozen"
|
|
release_date: "2026-01-23"
|
|
|
|
statistics:
|
|
domains: 7
|
|
categories: 28
|
|
subcodes_spec_claims: 140
|
|
subcodes_actual: 138
|
|
causal_codes: 16
|
|
metadata_dimensions: 7
|
|
metadata_values: 24
|
|
total_classification_codes_spec_claims: 156
|
|
total_classification_codes_actual: 154
|
|
note: "Spec v5.1 header claims 140 subcodes/156 total, but O3 has 4 subcodes and O4 has 4 subcodes (not 5 each), yielding 138 subcodes/154 total"
|
|
|
|
# =============================================================================
|
|
# EXPERIENCE DOMAINS
|
|
# =============================================================================
|
|
|
|
domains:
|
|
O:
|
|
name: "Offering"
|
|
description: "The core product, service, or outcome delivered"
|
|
core_question: "Does what we provide actually work and meet expectations?"
|
|
default_owner: "Product / Operations"
|
|
categories:
|
|
O1:
|
|
name: "Function"
|
|
definition: "Does it do what it's supposed to do?"
|
|
subcodes:
|
|
O1.01:
|
|
name: "Works/Doesn't Work"
|
|
definition: "Basic functionality success or failure"
|
|
positive_example: "Software runs perfectly"
|
|
negative_example: "Car won't start"
|
|
dont_confuse_with: "J3.03"
|
|
dont_confuse_reason: "J3.03 is system uptime, O1.01 is product function"
|
|
O1.02:
|
|
name: "Performance Level"
|
|
definition: "How well it operates"
|
|
positive_example: "Incredibly fast processor"
|
|
negative_example: "Sluggish and laggy"
|
|
dont_confuse_with: "E2.03"
|
|
dont_confuse_reason: "E2.03 is interface speed, O1.02 is product performance"
|
|
O1.03:
|
|
name: "Durability"
|
|
definition: "Longevity and resistance to wear"
|
|
positive_example: "Still perfect after 5 years"
|
|
negative_example: "Fell apart in a month"
|
|
dont_confuse_with: "O2.01"
|
|
dont_confuse_reason: "O2.01 is material quality, O1.03 is longevity"
|
|
O1.04:
|
|
name: "Reliability"
|
|
definition: "Consistency of function over time"
|
|
positive_example: "Never fails me"
|
|
negative_example: "Works sometimes, not others"
|
|
dont_confuse_with: "J3.01"
|
|
dont_confuse_reason: "J3.01 is process consistency, O1.04 is product reliability"
|
|
O1.05:
|
|
name: "Outcome Achievement"
|
|
definition: "Did customer accomplish their goal?"
|
|
positive_example: "Passed my exam!"
|
|
negative_example: "Treatment didn't work"
|
|
dont_confuse_with: "V4.03"
|
|
dont_confuse_reason: "V4.03 is satisfaction with exchange, O1.05 is goal achievement"
|
|
|
|
O2:
|
|
name: "Quality"
|
|
definition: "How well is it made or executed?"
|
|
subcodes:
|
|
O2.01:
|
|
name: "Materials/Inputs"
|
|
definition: "Quality of components or ingredients"
|
|
positive_example: "Real leather, premium feel"
|
|
negative_example: "Cheap plastic parts"
|
|
dont_confuse_with: "O1.03"
|
|
dont_confuse_reason: "O1.03 is durability, O2.01 is material quality"
|
|
O2.02:
|
|
name: "Craftsmanship"
|
|
definition: "Skill of construction or execution"
|
|
positive_example: "Beautifully sewn seams"
|
|
negative_example: "Sloppy assembly"
|
|
dont_confuse_with: "P2.02"
|
|
dont_confuse_reason: "P2.02 is staff skill, O2.02 is product craftsmanship"
|
|
O2.03:
|
|
name: "Presentation"
|
|
definition: "Visual and aesthetic quality"
|
|
positive_example: "Gorgeous plating"
|
|
negative_example: "Looked thrown together"
|
|
dont_confuse_with: "E3.05"
|
|
dont_confuse_reason: "E3.05 is space aesthetics, O2.03 is product presentation"
|
|
O2.04:
|
|
name: "Attention to Detail"
|
|
definition: "Finishing touches and refinement"
|
|
positive_example: "Every corner perfect"
|
|
negative_example: "Full of typos"
|
|
dont_confuse_with: "O3.01"
|
|
dont_confuse_reason: "O3.01 is completeness, O2.04 is refinement"
|
|
O2.05:
|
|
name: "Condition at Delivery"
|
|
definition: "State when received"
|
|
positive_example: "Still warm from oven"
|
|
negative_example: "Arrived damaged"
|
|
dont_confuse_with: "J3.02"
|
|
dont_confuse_reason: "J3.02 is process accuracy, O2.05 is delivery condition"
|
|
|
|
O3:
|
|
name: "Completeness"
|
|
definition: "Is everything included that should be?"
|
|
subcodes:
|
|
O3.01:
|
|
name: "All Components Present"
|
|
definition: "Nothing missing from what was promised"
|
|
positive_example: "Everything in the box"
|
|
negative_example: "Missing the charger"
|
|
dont_confuse_with: "O4.01"
|
|
dont_confuse_reason: "O4.01 is spec match, O3.01 is completeness"
|
|
O3.02:
|
|
name: "Feature Availability"
|
|
definition: "Promised features actually work"
|
|
positive_example: "All menu items available"
|
|
negative_example: "Half the features disabled"
|
|
dont_confuse_with: "A1.03"
|
|
dont_confuse_reason: "A1.03 is inventory, O3.02 is feature availability"
|
|
O3.03:
|
|
name: "Scope Delivery"
|
|
definition: "Full scope of work completed"
|
|
positive_example: "Cleaned entire house"
|
|
negative_example: "Left the bathrooms"
|
|
dont_confuse_with: "J4.04"
|
|
dont_confuse_reason: "J4.04 is resolution quality, O3.03 is scope delivery"
|
|
O3.04:
|
|
name: "Documentation"
|
|
definition: "Supporting materials provided"
|
|
positive_example: "Great user manual"
|
|
negative_example: "No instructions at all"
|
|
dont_confuse_with: "J2.01"
|
|
dont_confuse_reason: "J2.01 is process simplicity, O3.04 is documentation as product artifact"
|
|
|
|
O4:
|
|
name: "Fit"
|
|
definition: "Does it match the customer's specific needs?"
|
|
subcodes:
|
|
O4.01:
|
|
name: "Specification Match"
|
|
definition: "Matches what was ordered"
|
|
positive_example: "Exactly what I ordered"
|
|
negative_example: "Wrong size delivered"
|
|
dont_confuse_with: "J3.02"
|
|
dont_confuse_reason: "J3.02 is execution accuracy, O4.01 is spec match"
|
|
O4.02:
|
|
name: "Personalization"
|
|
definition: "Adapted to individual preferences"
|
|
positive_example: "Remembered my usual"
|
|
negative_example: "No way to save prefs"
|
|
dont_confuse_with: "P3.01"
|
|
dont_confuse_reason: "P3.01 is attentiveness, O4.02 is personalization"
|
|
O4.03:
|
|
name: "Flexibility"
|
|
definition: "Can be modified or adjusted"
|
|
positive_example: "Happy to substitute"
|
|
negative_example: "No modifications allowed"
|
|
dont_confuse_with: "V2.04"
|
|
dont_confuse_reason: "V2.04 is policy fairness, O4.03 is flexibility"
|
|
O4.04:
|
|
name: "Appropriateness"
|
|
definition: "Right solution for the need"
|
|
positive_example: "Perfect recommendation"
|
|
negative_example: "Sold me wrong thing"
|
|
dont_confuse_with: "P2.01"
|
|
dont_confuse_reason: "P2.01 is knowledge, O4.04 is appropriateness"
|
|
|
|
P:
|
|
name: "People"
|
|
description: "Human interactions and personnel behavior"
|
|
core_question: "How do the people we interact with treat us and perform their roles?"
|
|
default_owner: "HR / Training"
|
|
categories:
|
|
P1:
|
|
name: "Attitude"
|
|
definition: "Disposition, manner, and emotional tone"
|
|
subcodes:
|
|
P1.01:
|
|
name: "Warmth/Friendliness"
|
|
definition: "Approachability and pleasantness"
|
|
positive_example: "So welcoming and kind"
|
|
negative_example: "Cold and unfriendly"
|
|
dont_confuse_with: "R4.03"
|
|
dont_confuse_reason: "R4.03 is relationship building, P1.01 is warmth"
|
|
P1.02:
|
|
name: "Respect"
|
|
definition: "Treating customer with dignity"
|
|
positive_example: "Made me feel valued"
|
|
negative_example: "Talked down to me"
|
|
dont_confuse_with: "A3.05"
|
|
dont_confuse_reason: "A3.05 is discrimination, P1.02 is general respect"
|
|
P1.03:
|
|
name: "Empathy"
|
|
definition: "Understanding customer's situation"
|
|
positive_example: "Really got my frustration"
|
|
negative_example: "Couldn't care less"
|
|
dont_confuse_with: "P4.02"
|
|
dont_confuse_reason: "P4.02 is listening, P1.03 is empathy"
|
|
P1.04:
|
|
name: "Patience"
|
|
definition: "Tolerance and calm under pressure"
|
|
positive_example: "Never rushed me"
|
|
negative_example: "Visibly annoyed"
|
|
dont_confuse_with: "J1.05"
|
|
dont_confuse_reason: "J1.05 is pacing, P1.04 is patience"
|
|
P1.05:
|
|
name: "Enthusiasm"
|
|
definition: "Energy and genuine interest"
|
|
positive_example: "Passionate about helping"
|
|
negative_example: "Going through motions"
|
|
dont_confuse_with: "P2.05"
|
|
dont_confuse_reason: "P2.05 is experience, P1.05 is enthusiasm"
|
|
|
|
P2:
|
|
name: "Competence"
|
|
definition: "Knowledge, skill, and professional capability"
|
|
subcodes:
|
|
P2.01:
|
|
name: "Knowledge"
|
|
definition: "Understanding of products/services"
|
|
positive_example: "Knew every detail"
|
|
negative_example: "Couldn't answer basics"
|
|
dont_confuse_with: "O3.04"
|
|
dont_confuse_reason: "O3.04 is documentation, P2.01 is staff knowledge"
|
|
P2.02:
|
|
name: "Technical Skill"
|
|
definition: "Ability to perform required tasks"
|
|
positive_example: "Masterful technique"
|
|
negative_example: "Clearly undertrained"
|
|
dont_confuse_with: "O2.02"
|
|
dont_confuse_reason: "O2.02 is craftsmanship, P2.02 is staff skill"
|
|
P2.03:
|
|
name: "Problem-Solving"
|
|
definition: "Ability to address issues"
|
|
positive_example: "Found creative solution"
|
|
negative_example: "Just said 'can't'"
|
|
dont_confuse_with: "J4.02"
|
|
dont_confuse_reason: "J4.02 is resolution process, P2.03 is problem-solving ability"
|
|
P2.04:
|
|
name: "Professionalism"
|
|
definition: "Appropriate conduct and standards"
|
|
positive_example: "Very professional"
|
|
negative_example: "Inappropriate jokes"
|
|
dont_confuse_with: "P1.02"
|
|
dont_confuse_reason: "P1.02 is respect, P2.04 is professionalism"
|
|
P2.05:
|
|
name: "Experience"
|
|
definition: "Depth of expertise"
|
|
positive_example: "Clearly an expert"
|
|
negative_example: "Like talking to beginner"
|
|
dont_confuse_with: "R2.01"
|
|
dont_confuse_reason: "R2.01 is track record, P2.05 is experience"
|
|
|
|
P3:
|
|
name: "Responsiveness"
|
|
definition: "Attentiveness, initiative, and follow-through"
|
|
subcodes:
|
|
P3.01:
|
|
name: "Attentiveness"
|
|
definition: "Awareness of customer needs"
|
|
positive_example: "Always checking in"
|
|
negative_example: "Had to flag them down"
|
|
dont_confuse_with: "O4.02"
|
|
dont_confuse_reason: "O4.02 is personalization, P3.01 is attentiveness"
|
|
P3.02:
|
|
name: "Initiative"
|
|
definition: "Proactive assistance"
|
|
positive_example: "Offered help unprompted"
|
|
negative_example: "Did bare minimum"
|
|
dont_confuse_with: "P4.03"
|
|
dont_confuse_reason: "P4.03 is proactive updates, P3.02 is initiative"
|
|
P3.03:
|
|
name: "Availability"
|
|
definition: "Present when needed"
|
|
positive_example: "Easy to find someone"
|
|
negative_example: "Impossible to reach"
|
|
dont_confuse_with: "A1.04"
|
|
dont_confuse_reason: "A1.04 is staffing levels, P3.03 is staff availability"
|
|
P3.04:
|
|
name: "Follow-Through"
|
|
definition: "Completing promised actions"
|
|
positive_example: "Did exactly as promised"
|
|
negative_example: "Never followed up"
|
|
dont_confuse_with: "R1.02"
|
|
dont_confuse_reason: "R1.02 is trust/pattern of promises, P3.04 is specific follow-through"
|
|
P3.05:
|
|
name: "Urgency"
|
|
definition: "Appropriate prioritization"
|
|
positive_example: "Treated as priority"
|
|
negative_example: "No sense of urgency"
|
|
dont_confuse_with: "J1.03"
|
|
dont_confuse_reason: "J1.03 is response time, P3.05 is urgency"
|
|
|
|
P4:
|
|
name: "Communication"
|
|
definition: "Quality of information exchange"
|
|
subcodes:
|
|
P4.01:
|
|
name: "Clarity"
|
|
definition: "Understandable information"
|
|
positive_example: "Explained clearly"
|
|
negative_example: "Confusing jargon"
|
|
dont_confuse_with: "O3.04"
|
|
dont_confuse_reason: "O3.04 is documentation, P4.01 is communication clarity"
|
|
P4.02:
|
|
name: "Listening"
|
|
definition: "Hearing and understanding customer"
|
|
positive_example: "Really heard me"
|
|
negative_example: "Kept interrupting"
|
|
dont_confuse_with: "P1.03"
|
|
dont_confuse_reason: "P1.03 is empathy, P4.02 is listening"
|
|
P4.03:
|
|
name: "Proactive Updates"
|
|
definition: "Keeping customer informed"
|
|
positive_example: "Regular status updates"
|
|
negative_example: "Radio silence for weeks"
|
|
dont_confuse_with: "J4.01"
|
|
dont_confuse_reason: "J4.01 is acknowledgment, P4.03 is proactive updates"
|
|
P4.04:
|
|
name: "Accuracy"
|
|
definition: "Correctness of information"
|
|
positive_example: "Everything accurate"
|
|
negative_example: "Given wrong info"
|
|
dont_confuse_with: "V2.05"
|
|
dont_confuse_reason: "V2.05 is honest representation, P4.04 is information accuracy"
|
|
P4.05:
|
|
name: "Tone"
|
|
definition: "Appropriate communication style"
|
|
positive_example: "Professional but warm"
|
|
negative_example: "Condescending tone"
|
|
dont_confuse_with: "P1.02"
|
|
dont_confuse_reason: "P1.02 is respect, P4.05 is tone"
|
|
|
|
J:
|
|
name: "Journey"
|
|
description: "The process, timing, and operational flow"
|
|
core_question: "Is the experience smooth, timely, and friction-free?"
|
|
default_owner: "Operations / Process"
|
|
categories:
|
|
J1:
|
|
name: "Timing"
|
|
definition: "Speed, punctuality, and time management"
|
|
subcodes:
|
|
J1.01:
|
|
name: "Wait Time"
|
|
definition: "Time spent waiting"
|
|
positive_example: "Seated immediately"
|
|
negative_example: "45 min past appointment"
|
|
dont_confuse_with: "A1.02"
|
|
dont_confuse_reason: "A1.02 is booking access, J1.01 is wait time"
|
|
J1.02:
|
|
name: "Service Speed"
|
|
definition: "Time for delivery/completion"
|
|
positive_example: "Next day delivery"
|
|
negative_example: "Took three weeks"
|
|
dont_confuse_with: "J4.03"
|
|
dont_confuse_reason: "J4.03 is resolution speed, J1.02 is service speed"
|
|
J1.03:
|
|
name: "Response Time"
|
|
definition: "Time to address inquiries"
|
|
positive_example: "Replied in minutes"
|
|
negative_example: "Days for a response"
|
|
dont_confuse_with: "P3.05"
|
|
dont_confuse_reason: "P3.05 is urgency, J1.03 is response time"
|
|
J1.04:
|
|
name: "Punctuality"
|
|
definition: "Meeting scheduled times"
|
|
positive_example: "Always on time"
|
|
negative_example: "Two hours late"
|
|
dont_confuse_with: "R2.02"
|
|
dont_confuse_reason: "R2.02 is consistency, J1.04 is punctuality"
|
|
J1.05:
|
|
name: "Pacing"
|
|
definition: "Appropriate speed (not rushed/dragged)"
|
|
positive_example: "Perfect timing"
|
|
negative_example: "Rushed us out"
|
|
dont_confuse_with: "P1.04"
|
|
dont_confuse_reason: "P1.04 is patience, J1.05 is pacing"
|
|
|
|
J2:
|
|
name: "Ease"
|
|
definition: "Effort required and friction encountered"
|
|
subcodes:
|
|
J2.01:
|
|
name: "Simplicity"
|
|
definition: "Straightforward processes"
|
|
positive_example: "So easy to do"
|
|
negative_example: "Needlessly complicated"
|
|
dont_confuse_with: "E2.04"
|
|
dont_confuse_reason: "E2.04 is interface navigation, J2.01 is process simplicity"
|
|
J2.02:
|
|
name: "Navigation"
|
|
definition: "Finding what's needed"
|
|
positive_example: "Found it instantly"
|
|
negative_example: "Couldn't find anything"
|
|
dont_confuse_with: "E1.03"
|
|
dont_confuse_reason: "E1.03 is physical layout, J2.02 is finding things"
|
|
J2.03:
|
|
name: "Paperwork/Forms"
|
|
definition: "Documentation burden"
|
|
positive_example: "Minimal forms"
|
|
negative_example: "Endless paperwork"
|
|
dont_confuse_with: "V3.02"
|
|
dont_confuse_reason: "V3.02 is mental effort, J2.03 is paperwork"
|
|
J2.04:
|
|
name: "Handoffs"
|
|
definition: "Transitions between steps/people"
|
|
positive_example: "Seamless transfer"
|
|
negative_example: "Explained to 5 people"
|
|
dont_confuse_with: "P4.03"
|
|
dont_confuse_reason: "P4.03 is proactive updates, J2.04 is handoffs"
|
|
J2.05:
|
|
name: "Self-Service"
|
|
definition: "Customer autonomy options"
|
|
positive_example: "Great online portal"
|
|
negative_example: "Forced to call"
|
|
dont_confuse_with: "E2.02"
|
|
dont_confuse_reason: "E2.02 is digital functionality, J2.05 is self-service"
|
|
|
|
J3:
|
|
name: "Reliability"
|
|
definition: "Consistency and predictability of process"
|
|
subcodes:
|
|
J3.01:
|
|
name: "Consistency"
|
|
definition: "Same result each time"
|
|
positive_example: "Always reliable"
|
|
negative_example: "Hit or miss quality"
|
|
dont_confuse_with: "O1.04"
|
|
dont_confuse_reason: "O1.04 is product reliability, J3.01 is process consistency"
|
|
J3.02:
|
|
name: "Accuracy"
|
|
definition: "Correct execution of requests"
|
|
positive_example: "Order exactly right"
|
|
negative_example: "Wrong items delivered"
|
|
dont_confuse_with: "O4.01"
|
|
dont_confuse_reason: "O4.01 is spec match, J3.02 is execution accuracy"
|
|
J3.03:
|
|
name: "Availability"
|
|
definition: "System/service uptime"
|
|
positive_example: "Never goes down"
|
|
negative_example: "Constant outages"
|
|
dont_confuse_with: "A1.03"
|
|
dont_confuse_reason: "A1.03 is inventory, J3.03 is system uptime"
|
|
J3.04:
|
|
name: "Predictability"
|
|
definition: "Expectations matched"
|
|
positive_example: "No surprises"
|
|
negative_example: "Never know what to expect"
|
|
dont_confuse_with: "V2.01"
|
|
dont_confuse_reason: "V2.01 is pricing clarity, J3.04 is predictability"
|
|
J3.05:
|
|
name: "Error Rate"
|
|
definition: "Frequency of mistakes"
|
|
positive_example: "Rarely makes mistakes"
|
|
negative_example: "Something wrong every time"
|
|
dont_confuse_with: "R2.02"
|
|
dont_confuse_reason: "R2.02 is dependability, J3.05 is error rate"
|
|
|
|
J4:
|
|
name: "Resolution"
|
|
definition: "How problems are handled when they arise"
|
|
subcodes:
|
|
J4.01:
|
|
name: "Problem Acknowledgment"
|
|
definition: "Recognition of issues"
|
|
positive_example: "Immediately recognized"
|
|
negative_example: "Denied any problem"
|
|
dont_confuse_with: "R3.01"
|
|
dont_confuse_reason: "R3.01 is admitting failures (trust), J4.01 is recognition"
|
|
J4.02:
|
|
name: "Resolution Process"
|
|
definition: "How problems are handled"
|
|
positive_example: "Clear escalation path"
|
|
negative_example: "Transferred in circles"
|
|
dont_confuse_with: "P2.03"
|
|
dont_confuse_reason: "P2.03 is problem-solving, J4.02 is resolution process"
|
|
J4.03:
|
|
name: "Resolution Speed"
|
|
definition: "Time to fix"
|
|
positive_example: "Fixed same day"
|
|
negative_example: "Took weeks to resolve"
|
|
dont_confuse_with: "J1.02"
|
|
dont_confuse_reason: "J1.02 is service speed, J4.03 is resolution speed"
|
|
J4.04:
|
|
name: "Resolution Quality"
|
|
definition: "Adequacy of solution"
|
|
positive_example: "Completely fixed"
|
|
negative_example: "Band-aid fix"
|
|
dont_confuse_with: "R3.03"
|
|
dont_confuse_reason: "R3.03 is compensation, J4.04 is resolution quality"
|
|
J4.05:
|
|
name: "Prevention"
|
|
definition: "Efforts to avoid recurrence"
|
|
positive_example: "Changed their process"
|
|
negative_example: "Same issue happened again"
|
|
dont_confuse_with: "R3.04"
|
|
dont_confuse_reason: "R3.04 is improvement (trust), J4.05 is prevention"
|
|
|
|
E:
|
|
name: "Environment"
|
|
description: "Physical, digital, and ambient context"
|
|
core_question: "Is the space where the experience occurs functional, safe, and pleasant?"
|
|
default_owner: "Facilities / IT"
|
|
categories:
|
|
E1:
|
|
name: "Physical Space"
|
|
definition: "Tangible environment attributes"
|
|
subcodes:
|
|
E1.01:
|
|
name: "Cleanliness"
|
|
definition: "Hygiene and tidiness"
|
|
positive_example: "Spotless facilities"
|
|
negative_example: "Filthy bathrooms"
|
|
dont_confuse_with: "E4.02"
|
|
dont_confuse_reason: "E4.02 is health/hygiene, E1.01 is cleanliness"
|
|
E1.02:
|
|
name: "Maintenance"
|
|
definition: "Condition and upkeep"
|
|
positive_example: "Everything works"
|
|
negative_example: "Broken equipment"
|
|
dont_confuse_with: "O1.01"
|
|
dont_confuse_reason: "O1.01 is product function, E1.02 is maintenance"
|
|
E1.03:
|
|
name: "Layout/Design"
|
|
definition: "Functional arrangement"
|
|
positive_example: "Easy to navigate"
|
|
negative_example: "Confusing layout"
|
|
dont_confuse_with: "J2.02"
|
|
dont_confuse_reason: "J2.02 is finding things, E1.03 is physical layout"
|
|
E1.04:
|
|
name: "Equipment"
|
|
definition: "Tools and amenities"
|
|
positive_example: "Modern machines"
|
|
negative_example: "Outdated everything"
|
|
dont_confuse_with: "O1.02"
|
|
dont_confuse_reason: "O1.02 is product performance, E1.04 is equipment"
|
|
E1.05:
|
|
name: "Signage"
|
|
definition: "Navigation aids"
|
|
positive_example: "Clear directions"
|
|
negative_example: "No signs anywhere"
|
|
dont_confuse_with: "A4.01"
|
|
dont_confuse_reason: "A4.01 is location, E1.05 is signage"
|
|
|
|
E2:
|
|
name: "Digital Space"
|
|
definition: "Online and application interface"
|
|
subcodes:
|
|
E2.01:
|
|
name: "Interface Design"
|
|
definition: "Visual and interaction quality"
|
|
positive_example: "Beautiful app"
|
|
negative_example: "Cluttered mess"
|
|
dont_confuse_with: "O2.03"
|
|
dont_confuse_reason: "O2.03 is product presentation, E2.01 is interface design"
|
|
E2.02:
|
|
name: "Functionality"
|
|
definition: "Features working correctly"
|
|
positive_example: "Everything works"
|
|
negative_example: "Buttons broken"
|
|
dont_confuse_with: "O1.01"
|
|
dont_confuse_reason: "O1.01 is product function, E2.02 is digital functionality"
|
|
E2.03:
|
|
name: "Performance"
|
|
definition: "Speed and responsiveness"
|
|
positive_example: "Lightning fast"
|
|
negative_example: "Painfully slow"
|
|
dont_confuse_with: "O1.02"
|
|
dont_confuse_reason: "O1.02 is product performance, E2.03 is interface performance"
|
|
E2.04:
|
|
name: "Navigation"
|
|
definition: "Ease of finding things"
|
|
positive_example: "Intuitive menus"
|
|
negative_example: "Buried in submenus"
|
|
dont_confuse_with: "J2.01"
|
|
dont_confuse_reason: "J2.01 is process simplicity, E2.04 is interface navigation"
|
|
E2.05:
|
|
name: "Mobile Experience"
|
|
definition: "Smartphone optimization"
|
|
positive_example: "Great on phone"
|
|
negative_example: "Unusable on mobile"
|
|
dont_confuse_with: "A2.05"
|
|
dont_confuse_reason: "A2.05 is digital accessibility, E2.05 is mobile experience"
|
|
|
|
E3:
|
|
name: "Ambiance"
|
|
definition: "Intangible environmental qualities"
|
|
subcodes:
|
|
E3.01:
|
|
name: "Atmosphere/Vibe"
|
|
definition: "Overall mood of space"
|
|
positive_example: "Calm and relaxing"
|
|
negative_example: "Stressful chaos"
|
|
dont_confuse_with: "P1"
|
|
dont_confuse_reason: "P1 is staff attitude, E3.01 is atmosphere"
|
|
E3.02:
|
|
name: "Noise Level"
|
|
definition: "Sound environment"
|
|
positive_example: "Pleasantly quiet"
|
|
negative_example: "Deafening noise"
|
|
dont_confuse_with: "E4.04"
|
|
dont_confuse_reason: "E4.04 is comfort, E3.02 is noise level"
|
|
E3.03:
|
|
name: "Temperature/Climate"
|
|
definition: "Thermal comfort"
|
|
positive_example: "Perfect temperature"
|
|
negative_example: "Freezing cold"
|
|
dont_confuse_with: "E4.04"
|
|
dont_confuse_reason: "E4.04 is comfort, E3.03 is temperature"
|
|
E3.04:
|
|
name: "Crowding"
|
|
definition: "Density and personal space"
|
|
positive_example: "Plenty of room"
|
|
negative_example: "Packed like sardines"
|
|
dont_confuse_with: "A1.03"
|
|
dont_confuse_reason: "A1.03 is capacity, E3.04 is crowding"
|
|
E3.05:
|
|
name: "Aesthetics"
|
|
definition: "Beauty and visual appeal"
|
|
positive_example: "Beautiful decor"
|
|
negative_example: "Depressing space"
|
|
dont_confuse_with: "O2.03"
|
|
dont_confuse_reason: "O2.03 is product presentation, E3.05 is space aesthetics"
|
|
|
|
E4:
|
|
name: "Safety"
|
|
definition: "Security and wellbeing factors"
|
|
subcodes:
|
|
E4.01:
|
|
name: "Physical Safety"
|
|
definition: "Protection from harm"
|
|
positive_example: "Felt completely safe"
|
|
negative_example: "Dangerous conditions"
|
|
dont_confuse_with: "A2.01"
|
|
dont_confuse_reason: "A2.01 is physical accessibility, E4.01 is physical safety"
|
|
E4.02:
|
|
name: "Health/Hygiene"
|
|
definition: "Sanitation standards"
|
|
positive_example: "Strict protocols"
|
|
negative_example: "Questionable handling"
|
|
dont_confuse_with: "E1.01"
|
|
dont_confuse_reason: "E1.01 is cleanliness, E4.02 is health/hygiene"
|
|
E4.03:
|
|
name: "Security"
|
|
definition: "Protection of person/property"
|
|
positive_example: "Secure facility"
|
|
negative_example: "Things were stolen"
|
|
dont_confuse_with: "R1.03"
|
|
dont_confuse_reason: "R1.03 is transparency, E4.03 is security"
|
|
E4.04:
|
|
name: "Comfort"
|
|
definition: "Physical ease and wellbeing"
|
|
positive_example: "Comfortable seating"
|
|
negative_example: "Torture chairs"
|
|
dont_confuse_with: "E3"
|
|
dont_confuse_reason: "E3 is ambiance, E4.04 is comfort"
|
|
E4.05:
|
|
name: "Emergency Readiness"
|
|
definition: "Preparedness for incidents"
|
|
positive_example: "Clear exits marked"
|
|
negative_example: "No safety measures"
|
|
dont_confuse_with: "E1.05"
|
|
dont_confuse_reason: "E1.05 is signage, E4.05 is emergency readiness"
|
|
|
|
A:
|
|
name: "Access"
|
|
description: "Availability, accessibility, and inclusivity"
|
|
core_question: "Can everyone who wants to participate do so fully and fairly?"
|
|
default_owner: "Compliance / Design"
|
|
categories:
|
|
A1:
|
|
name: "Availability"
|
|
definition: "Can you get it when you need it?"
|
|
subcodes:
|
|
A1.01:
|
|
name: "Operating Hours"
|
|
definition: "When service is accessible"
|
|
positive_example: "Open 24/7"
|
|
negative_example: "Banker's hours only"
|
|
dont_confuse_with: "P3.03"
|
|
dont_confuse_reason: "P3.03 is staff availability, A1.01 is operating hours"
|
|
A1.02:
|
|
name: "Booking Access"
|
|
definition: "Ability to schedule"
|
|
positive_example: "Easy online booking"
|
|
negative_example: "3 weeks for appointment"
|
|
dont_confuse_with: "J1.01"
|
|
dont_confuse_reason: "J1.01 is wait time, A1.02 is booking access"
|
|
A1.03:
|
|
name: "Inventory/Capacity"
|
|
definition: "Product/service available"
|
|
positive_example: "Always in stock"
|
|
negative_example: "Perpetually sold out"
|
|
dont_confuse_with: "E3.04"
|
|
dont_confuse_reason: "E3.04 is crowding, A1.03 is inventory"
|
|
A1.04:
|
|
name: "Staffing Levels"
|
|
definition: "Personnel available"
|
|
positive_example: "Plenty of staff"
|
|
negative_example: "Severely understaffed"
|
|
dont_confuse_with: "P3.03"
|
|
dont_confuse_reason: "P3.03 is availability, A1.04 is staffing levels"
|
|
A1.05:
|
|
name: "Geographic Reach"
|
|
definition: "Service area coverage"
|
|
positive_example: "Serves my area"
|
|
negative_example: "Not available here"
|
|
dont_confuse_with: "A4.01"
|
|
dont_confuse_reason: "A4.01 is location, A1.05 is geographic reach"
|
|
|
|
A2:
|
|
name: "Accessibility"
|
|
definition: "Can everyone use it regardless of ability?"
|
|
subcodes:
|
|
A2.01:
|
|
name: "Physical Accessibility"
|
|
definition: "Mobility accommodations"
|
|
positive_example: "Wheelchair accessible"
|
|
negative_example: "No ramps or elevators"
|
|
dont_confuse_with: "E4.01"
|
|
dont_confuse_reason: "E4.01 is physical safety, A2.01 is physical accessibility"
|
|
A2.02:
|
|
name: "Visual Accessibility"
|
|
definition: "Sight accommodations"
|
|
positive_example: "Great alt text"
|
|
negative_example: "Can't use with screen reader"
|
|
dont_confuse_with: "E2.01"
|
|
dont_confuse_reason: "E2.01 is interface design, A2.02 is visual accessibility"
|
|
A2.03:
|
|
name: "Hearing Accessibility"
|
|
definition: "Audio accommodations"
|
|
positive_example: "Captions available"
|
|
negative_example: "No transcripts"
|
|
dont_confuse_with: "E2.02"
|
|
dont_confuse_reason: "E2.02 is functionality, A2.03 is hearing accessibility"
|
|
A2.04:
|
|
name: "Cognitive Accessibility"
|
|
definition: "Mental/learning accommodations"
|
|
positive_example: "Clear simple language"
|
|
negative_example: "Unnecessarily complex"
|
|
dont_confuse_with: "J2.01"
|
|
dont_confuse_reason: "J2.01 is simplicity, A2.04 is cognitive accessibility"
|
|
A2.05:
|
|
name: "Digital Accessibility"
|
|
definition: "Assistive technology support"
|
|
positive_example: "Works with JAWS"
|
|
negative_example: "Inaccessible app"
|
|
dont_confuse_with: "E2.05"
|
|
dont_confuse_reason: "E2.05 is mobile experience, A2.05 is digital accessibility"
|
|
|
|
A3:
|
|
name: "Inclusivity"
|
|
definition: "Does it work for diverse backgrounds?"
|
|
subcodes:
|
|
A3.01:
|
|
name: "Language Support"
|
|
definition: "Multiple language options"
|
|
positive_example: "Staff spoke my language"
|
|
negative_example: "English only, no help"
|
|
dont_confuse_with: "P2.01"
|
|
dont_confuse_reason: "P2.01 is knowledge, A3.01 is language support"
|
|
A3.02:
|
|
name: "Cultural Sensitivity"
|
|
definition: "Respect for backgrounds"
|
|
positive_example: "Understood our customs"
|
|
negative_example: "Insensitive comments"
|
|
dont_confuse_with: "P1.02"
|
|
dont_confuse_reason: "P1.02 is respect, A3.02 is cultural sensitivity"
|
|
A3.03:
|
|
name: "Dietary/Medical"
|
|
definition: "Restriction accommodations"
|
|
positive_example: "Handled allergies well"
|
|
negative_example: "No options for me"
|
|
dont_confuse_with: "O4.03"
|
|
dont_confuse_reason: "O4.03 is flexibility, A3.03 is dietary/medical"
|
|
A3.04:
|
|
name: "Family Friendly"
|
|
definition: "Children/family accommodation"
|
|
positive_example: "Great for kids"
|
|
negative_example: "Not child-friendly"
|
|
dont_confuse_with: "E3.01"
|
|
dont_confuse_reason: "E3.01 is atmosphere, A3.04 is family friendly"
|
|
A3.05:
|
|
name: "Equal Treatment"
|
|
definition: "Non-discrimination"
|
|
positive_example: "Treated same as everyone"
|
|
negative_example: "Felt discriminated against"
|
|
dont_confuse_with: "P1.02"
|
|
dont_confuse_reason: "P1.02 is general respect, A3.05 is identity-based discrimination"
|
|
|
|
A4:
|
|
name: "Convenience"
|
|
definition: "Is it easy to reach and engage with?"
|
|
subcodes:
|
|
A4.01:
|
|
name: "Location"
|
|
definition: "Physical accessibility"
|
|
positive_example: "Convenient location"
|
|
negative_example: "Middle of nowhere"
|
|
dont_confuse_with: "A1.05"
|
|
dont_confuse_reason: "A1.05 is geographic reach, A4.01 is location"
|
|
A4.02:
|
|
name: "Parking"
|
|
definition: "Vehicle accommodation"
|
|
positive_example: "Easy free parking"
|
|
negative_example: "Parking nightmare"
|
|
dont_confuse_with: "E4.03"
|
|
dont_confuse_reason: "E4.03 is security, A4.02 is parking"
|
|
A4.03:
|
|
name: "Transit Access"
|
|
definition: "Public transport options"
|
|
positive_example: "Right by subway"
|
|
negative_example: "No transit options"
|
|
dont_confuse_with: "A4.01"
|
|
dont_confuse_reason: "A4.01 is location, A4.03 is transit access"
|
|
A4.04:
|
|
name: "Payment Options"
|
|
definition: "How you can pay"
|
|
positive_example: "Takes all payments"
|
|
negative_example: "Cash only"
|
|
dont_confuse_with: "V1.05"
|
|
dont_confuse_reason: "V1.05 is payment flexibility, A4.04 is payment options"
|
|
A4.05:
|
|
name: "Contact Options"
|
|
definition: "Ways to reach business"
|
|
positive_example: "Chat, phone, email"
|
|
negative_example: "Phone only, long hold"
|
|
dont_confuse_with: "J2.05"
|
|
dont_confuse_reason: "J2.05 is self-service, A4.05 is contact options"
|
|
|
|
V:
|
|
name: "Value"
|
|
description: "Cost, pricing, and worth of the exchange"
|
|
core_question: "Is what I'm giving up fair for what I'm getting?"
|
|
default_owner: "Finance / Pricing"
|
|
categories:
|
|
V1:
|
|
name: "Price"
|
|
definition: "The monetary cost"
|
|
subcodes:
|
|
V1.01:
|
|
name: "Absolute Price"
|
|
definition: "The actual cost"
|
|
positive_example: "Very affordable"
|
|
negative_example: "Outrageously expensive"
|
|
dont_confuse_with: "V4.02"
|
|
dont_confuse_reason: "V4.02 is quality-price ratio, V1.01 is absolute price"
|
|
V1.02:
|
|
name: "Price vs. Expectation"
|
|
definition: "Compared to anticipated"
|
|
positive_example: "Cheaper than expected"
|
|
negative_example: "Sticker shock"
|
|
dont_confuse_with: "V2.01"
|
|
dont_confuse_reason: "V2.01 is pricing clarity, V1.02 is price vs expectation"
|
|
V1.03:
|
|
name: "Price vs. Market"
|
|
definition: "Compared to competitors"
|
|
positive_example: "Best prices around"
|
|
negative_example: "Overpriced vs. others"
|
|
dont_confuse_with: "V4.01"
|
|
dont_confuse_reason: "V4.01 is overall value, V1.03 is market comparison"
|
|
V1.04:
|
|
name: "Hidden Costs"
|
|
definition: "Unexpected charges"
|
|
positive_example: "No hidden fees"
|
|
negative_example: "Surprise $50 charge"
|
|
dont_confuse_with: "V2.02"
|
|
dont_confuse_reason: "V2.02 is fee disclosure, V1.04 is hidden costs"
|
|
V1.05:
|
|
name: "Payment Flexibility"
|
|
definition: "Terms and options"
|
|
positive_example: "Great financing"
|
|
negative_example: "All upfront required"
|
|
dont_confuse_with: "A4.04"
|
|
dont_confuse_reason: "A4.04 is payment options, V1.05 is payment flexibility"
|
|
|
|
V2:
|
|
name: "Transparency"
|
|
definition: "Clarity and honesty about costs"
|
|
subcodes:
|
|
V2.01:
|
|
name: "Pricing Clarity"
|
|
definition: "Understanding what costs what"
|
|
positive_example: "Clear price list"
|
|
negative_example: "Impossible to understand"
|
|
dont_confuse_with: "J3.04"
|
|
dont_confuse_reason: "J3.04 is predictability, V2.01 is pricing clarity"
|
|
V2.02:
|
|
name: "Fee Disclosure"
|
|
definition: "Upfront about all charges"
|
|
positive_example: "Full disclosure"
|
|
negative_example: "Hidden in fine print"
|
|
dont_confuse_with: "V1.04"
|
|
dont_confuse_reason: "V1.04 is hidden costs, V2.02 is fee disclosure"
|
|
V2.03:
|
|
name: "Advertising Accuracy"
|
|
definition: "Marketing matches reality"
|
|
positive_example: "As advertised"
|
|
negative_example: "Bait and switch"
|
|
dont_confuse_with: "R1.01"
|
|
dont_confuse_reason: "R1.01 is truthfulness, V2.03 is advertising accuracy"
|
|
V2.04:
|
|
name: "Terms Fairness"
|
|
definition: "Contract/policy reasonableness"
|
|
positive_example: "Fair cancellation policy"
|
|
negative_example: "Predatory contract"
|
|
dont_confuse_with: "R1.05"
|
|
dont_confuse_reason: "R1.05 is fair dealing, V2.04 is terms fairness"
|
|
V2.05:
|
|
name: "Honest Representation"
|
|
definition: "Truthful claims"
|
|
positive_example: "Accurate description"
|
|
negative_example: "Totally misleading"
|
|
dont_confuse_with: "R1.01"
|
|
dont_confuse_reason: "R1.01 is trust/truthfulness, V2.05 is honest representation"
|
|
|
|
V3:
|
|
name: "Effort"
|
|
definition: "Non-monetary costs (time, hassle)"
|
|
subcodes:
|
|
V3.01:
|
|
name: "Time Investment"
|
|
definition: "Hours required"
|
|
positive_example: "Quick 10 minutes"
|
|
negative_example: "Wasted my whole day"
|
|
dont_confuse_with: "J1"
|
|
dont_confuse_reason: "J1 is timing, V3.01 is time investment"
|
|
V3.02:
|
|
name: "Mental Effort"
|
|
definition: "Cognitive load"
|
|
positive_example: "Effortless experience"
|
|
negative_example: "Exhausting to figure out"
|
|
dont_confuse_with: "J2.01"
|
|
dont_confuse_reason: "J2.01 is simplicity, V3.02 is mental effort"
|
|
V3.03:
|
|
name: "Physical Effort"
|
|
definition: "Bodily exertion"
|
|
positive_example: "Brought to my door"
|
|
negative_example: "Had to lug it upstairs"
|
|
dont_confuse_with: "A4"
|
|
dont_confuse_reason: "A4 is convenience, V3.03 is physical effort"
|
|
V3.04:
|
|
name: "Hassle Factor"
|
|
definition: "Cumulative frustration"
|
|
positive_example: "Smooth experience"
|
|
negative_example: "Death by thousand cuts"
|
|
dont_confuse_with: "J2"
|
|
dont_confuse_reason: "J2 is ease, V3.04 is hassle factor"
|
|
V3.05:
|
|
name: "Opportunity Cost"
|
|
definition: "What else could be done"
|
|
positive_example: "Worth the trip"
|
|
negative_example: "Not worth the drive"
|
|
dont_confuse_with: "V4.01"
|
|
dont_confuse_reason: "V4.01 is overall value, V3.05 is opportunity cost"
|
|
|
|
V4:
|
|
name: "Worth"
|
|
definition: "Overall value assessment"
|
|
subcodes:
|
|
V4.01:
|
|
name: "Overall Value"
|
|
definition: "Total assessment"
|
|
positive_example: "Excellent value"
|
|
negative_example: "Total rip-off"
|
|
dont_confuse_with: "V1.01"
|
|
dont_confuse_reason: "V1.01 is absolute price, V4.01 is overall value"
|
|
V4.02:
|
|
name: "Quality-Price Ratio"
|
|
definition: "What you get for what you pay"
|
|
positive_example: "Great for the price"
|
|
negative_example: "Pay more, get less"
|
|
dont_confuse_with: "O2"
|
|
dont_confuse_reason: "O2 is quality, V4.02 is quality-price ratio"
|
|
V4.03:
|
|
name: "Satisfaction"
|
|
definition: "Contentment with exchange"
|
|
positive_example: "Very satisfied"
|
|
negative_example: "Deeply regret it"
|
|
dont_confuse_with: "O1.05"
|
|
dont_confuse_reason: "O1.05 is outcome achievement, V4.03 is satisfaction"
|
|
V4.04:
|
|
name: "Recommendation"
|
|
definition: "Would suggest to others"
|
|
positive_example: "Highly recommend"
|
|
negative_example: "Would warn everyone"
|
|
dont_confuse_with: "R4.03"
|
|
dont_confuse_reason: "R4.03 is relationship, V4.04 is recommendation"
|
|
V4.05:
|
|
name: "Return Intent"
|
|
definition: "Would come back"
|
|
positive_example: "Definitely returning"
|
|
negative_example: "Never again"
|
|
dont_confuse_with: "R4"
|
|
dont_confuse_reason: "R4 is loyalty, V4.05 is return intent"
|
|
|
|
R:
|
|
name: "Relationship"
|
|
description: "Trust, reliability, and ongoing connection"
|
|
core_question: "Can I trust this business and do they value our relationship?"
|
|
default_owner: "Leadership / CX"
|
|
categories:
|
|
R1:
|
|
name: "Integrity"
|
|
definition: "Honesty and ethical behavior"
|
|
subcodes:
|
|
R1.01:
|
|
name: "Truthfulness"
|
|
definition: "Accurate representations"
|
|
positive_example: "Everything as stated"
|
|
negative_example: "They flat out lied"
|
|
dont_confuse_with: "V2.03"
|
|
dont_confuse_reason: "V2.03 is advertising accuracy, R1.01 is truthfulness"
|
|
R1.02:
|
|
name: "Promise Keeping"
|
|
definition: "Honoring commitments"
|
|
positive_example: "Always deliver on word"
|
|
negative_example: "Never keep promises"
|
|
dont_confuse_with: "P3.04"
|
|
dont_confuse_reason: "P3.04 is specific follow-through, R1.02 is trust/pattern"
|
|
R1.03:
|
|
name: "Transparency"
|
|
definition: "Openness about practices"
|
|
positive_example: "Full disclosure always"
|
|
negative_example: "Hidden agendas"
|
|
dont_confuse_with: "V2.02"
|
|
dont_confuse_reason: "V2.02 is fee disclosure, R1.03 is transparency"
|
|
R1.04:
|
|
name: "Ethics"
|
|
definition: "Moral business conduct"
|
|
positive_example: "Ethical company"
|
|
negative_example: "Shady business practices"
|
|
dont_confuse_with: "V2.04"
|
|
dont_confuse_reason: "V2.04 is terms fairness, R1.04 is ethics"
|
|
R1.05:
|
|
name: "Fair Dealing"
|
|
definition: "Equitable treatment"
|
|
positive_example: "Always treated fairly"
|
|
negative_example: "Felt taken advantage of"
|
|
dont_confuse_with: "A3.05"
|
|
dont_confuse_reason: "A3.05 is equal treatment, R1.05 is fair dealing"
|
|
|
|
R2:
|
|
name: "Dependability"
|
|
definition: "Consistency over time"
|
|
subcodes:
|
|
R2.01:
|
|
name: "Track Record"
|
|
definition: "Historical performance"
|
|
positive_example: "Never let me down"
|
|
negative_example: "History of problems"
|
|
dont_confuse_with: "P2.05"
|
|
dont_confuse_reason: "P2.05 is experience, R2.01 is track record"
|
|
R2.02:
|
|
name: "Consistency"
|
|
definition: "Same experience over time"
|
|
positive_example: "Always great"
|
|
negative_example: "Varies wildly"
|
|
dont_confuse_with: "J3.01"
|
|
dont_confuse_reason: "J3.01 is process consistency, R2.02 is experience consistency"
|
|
R2.03:
|
|
name: "Stability"
|
|
definition: "Organizational continuity"
|
|
positive_example: "Stable company"
|
|
negative_example: "Constant changes"
|
|
dont_confuse_with: "J3.03"
|
|
dont_confuse_reason: "J3.03 is uptime, R2.03 is stability"
|
|
R2.04:
|
|
name: "Trustworthiness"
|
|
definition: "Warranting confidence"
|
|
positive_example: "Can count on them"
|
|
negative_example: "Don't trust them"
|
|
dont_confuse_with: "R1"
|
|
dont_confuse_reason: "R1 is integrity, R2.04 is trustworthiness"
|
|
R2.05:
|
|
name: "Guarantee Honor"
|
|
definition: "Standing behind product"
|
|
positive_example: "Honored warranty"
|
|
negative_example: "Worthless guarantee"
|
|
dont_confuse_with: "J4.04"
|
|
dont_confuse_reason: "J4.04 is resolution quality, R2.05 is guarantee honor"
|
|
|
|
R3:
|
|
name: "Recovery"
|
|
definition: "Response to failures"
|
|
subcodes:
|
|
R3.01:
|
|
name: "Acknowledgment"
|
|
definition: "Admitting failures"
|
|
positive_example: "Owned their mistake"
|
|
negative_example: "Denied any wrongdoing"
|
|
dont_confuse_with: "J4.01"
|
|
dont_confuse_reason: "J4.01 is problem acknowledgment, R3.01 is admitting failures"
|
|
R3.02:
|
|
name: "Apology"
|
|
definition: "Expression of regret"
|
|
positive_example: "Sincere apology"
|
|
negative_example: "Non-apology apology"
|
|
dont_confuse_with: "P1.03"
|
|
dont_confuse_reason: "P1.03 is empathy, R3.02 is apology"
|
|
R3.03:
|
|
name: "Compensation"
|
|
definition: "Making amends"
|
|
positive_example: "More than made up for it"
|
|
negative_example: "Offered nothing"
|
|
dont_confuse_with: "J4.04"
|
|
dont_confuse_reason: "J4.04 is resolution quality, R3.03 is compensation"
|
|
R3.04:
|
|
name: "Improvement"
|
|
definition: "Actions to prevent recurrence"
|
|
positive_example: "Changed their process"
|
|
negative_example: "Same thing happens"
|
|
dont_confuse_with: "J4.05"
|
|
dont_confuse_reason: "J4.05 is prevention, R3.04 is improvement"
|
|
R3.05:
|
|
name: "Ownership"
|
|
definition: "Taking responsibility"
|
|
positive_example: "Took full responsibility"
|
|
negative_example: "Blamed me instead"
|
|
dont_confuse_with: "P2.03"
|
|
dont_confuse_reason: "P2.03 is problem-solving, R3.05 is ownership"
|
|
|
|
R4:
|
|
name: "Loyalty"
|
|
definition: "Investment in ongoing relationship"
|
|
subcodes:
|
|
R4.01:
|
|
name: "Recognition"
|
|
definition: "Acknowledging repeat customers"
|
|
positive_example: "They remember me"
|
|
negative_example: "Stranger every time"
|
|
dont_confuse_with: "O4.02"
|
|
dont_confuse_reason: "O4.02 is personalization, R4.01 is recognition"
|
|
R4.02:
|
|
name: "Rewards"
|
|
definition: "Loyalty benefits"
|
|
positive_example: "Great perks"
|
|
negative_example: "Points are worthless"
|
|
dont_confuse_with: "V1"
|
|
dont_confuse_reason: "V1 is price, R4.02 is rewards"
|
|
R4.03:
|
|
name: "Relationship Building"
|
|
definition: "Investment in connection"
|
|
positive_example: "Personal relationship"
|
|
negative_example: "Purely transactional"
|
|
dont_confuse_with: "P1.01"
|
|
dont_confuse_reason: "P1.01 is friendliness, R4.03 is relationship building"
|
|
R4.04:
|
|
name: "Communication"
|
|
definition: "Ongoing contact quality"
|
|
positive_example: "Helpful newsletters"
|
|
negative_example: "Nothing but spam"
|
|
dont_confuse_with: "P4.03"
|
|
dont_confuse_reason: "P4.03 is proactive updates, R4.04 is communication"
|
|
R4.05:
|
|
name: "Community"
|
|
definition: "Belonging and connection"
|
|
positive_example: "Feel part of something"
|
|
negative_example: "No sense of community"
|
|
dont_confuse_with: "E3.01"
|
|
dont_confuse_reason: "E3.01 is atmosphere, R4.05 is community"
|
|
|
|
# =============================================================================
|
|
# CAUSAL CODES
|
|
# =============================================================================
|
|
|
|
causal_codes:
|
|
conditions:
|
|
layer: "conditions"
|
|
prefix: "CD-"
|
|
description: "What allowed the experience to happen?"
|
|
codes:
|
|
CD-S:
|
|
name: "Staff State"
|
|
definition: "Fatigue, training, motivation, experience"
|
|
CD-T:
|
|
name: "Team Dynamics"
|
|
definition: "Handoffs, coordination, communication"
|
|
CD-E:
|
|
name: "Equipment"
|
|
definition: "Malfunction, unavailable, outdated"
|
|
CD-F:
|
|
name: "Facility"
|
|
definition: "Maintenance, capacity, hazards"
|
|
CD-O:
|
|
name: "Operational"
|
|
definition: "Understaffing, demand surge, time pressure"
|
|
|
|
management:
|
|
layer: "management"
|
|
prefix: "MG-"
|
|
description: "What decisions allowed enabling conditions?"
|
|
codes:
|
|
MG-P:
|
|
name: "Planning"
|
|
definition: "Staffing plans, scheduling, forecasting"
|
|
MG-T:
|
|
name: "Training"
|
|
definition: "Preparation, development, competency"
|
|
MG-O:
|
|
name: "Oversight"
|
|
definition: "Supervision, monitoring, correction"
|
|
MG-R:
|
|
name: "Resources"
|
|
definition: "Maintenance, supplies, equipment"
|
|
MG-C:
|
|
name: "Communication"
|
|
definition: "Policy relay, expectations, culture"
|
|
|
|
systemic:
|
|
layer: "systemic"
|
|
prefix: "SY-"
|
|
description: "Why does the organization create these conditions?"
|
|
codes:
|
|
SY-R:
|
|
name: "Resource Decisions"
|
|
definition: "Budget, investment, staffing levels"
|
|
SY-P:
|
|
name: "Policy/Procedure"
|
|
definition: "Rules, requirements, bureaucracy"
|
|
SY-C:
|
|
name: "Culture"
|
|
definition: "Values, priorities, norms"
|
|
SY-S:
|
|
name: "Standards"
|
|
definition: "Quality thresholds, metrics, expectations"
|
|
SY-H:
|
|
name: "Human Capital"
|
|
definition: "Compensation, hiring, retention"
|
|
SY-X:
|
|
name: "External"
|
|
definition: "Market, regulatory, competitive pressure"
|
|
|
|
# =============================================================================
|
|
# METADATA DIMENSIONS
|
|
# =============================================================================
|
|
|
|
metadata_dimensions:
|
|
valence:
|
|
code: "V"
|
|
name: "Valence"
|
|
description: "Sentiment direction of the feedback"
|
|
values:
|
|
"V+":
|
|
label: "Positive"
|
|
definition: "Praise, satisfaction"
|
|
markers:
|
|
- "great"
|
|
- "loved"
|
|
- "excellent"
|
|
"V-":
|
|
label: "Negative"
|
|
definition: "Complaint, dissatisfaction"
|
|
markers:
|
|
- "terrible"
|
|
- "hated"
|
|
- "worst"
|
|
"V0":
|
|
label: "Neutral"
|
|
definition: "Observation without judgment"
|
|
markers:
|
|
- "they have"
|
|
- "it was"
|
|
- "factual"
|
|
"V±":
|
|
label: "Mixed"
|
|
definition: "Both positive and negative in same span"
|
|
markers:
|
|
- "good but"
|
|
- "despite"
|
|
- "however"
|
|
|
|
intensity:
|
|
code: "I"
|
|
name: "Intensity"
|
|
description: "Strength of the sentiment"
|
|
values:
|
|
I1:
|
|
label: "Mild"
|
|
definition: "Slight preference/concern"
|
|
markers:
|
|
- "a bit"
|
|
- "somewhat"
|
|
- "could be better"
|
|
- "slightly"
|
|
I2:
|
|
label: "Moderate"
|
|
definition: "Clear but not extreme"
|
|
markers:
|
|
- "Standard adjectives without intensifiers"
|
|
I3:
|
|
label: "Strong"
|
|
definition: "Emphatic or intense"
|
|
markers:
|
|
- "extremely"
|
|
- "absolutely"
|
|
- "worst ever"
|
|
- "CAPS"
|
|
- "!!!"
|
|
- "profanity"
|
|
|
|
specificity:
|
|
code: "S"
|
|
name: "Specificity"
|
|
description: "Level of detail provided"
|
|
values:
|
|
S1:
|
|
label: "Vague"
|
|
definition: "General impression only"
|
|
example: "Service was bad"
|
|
S2:
|
|
label: "Moderate"
|
|
definition: "Some details or context"
|
|
example: "Service was slow at dinner"
|
|
S3:
|
|
label: "Specific"
|
|
definition: "Concrete details, names, times, amounts"
|
|
example: "Waiter John took 40 mins for appetizers at 7pm Saturday"
|
|
|
|
actionability:
|
|
code: "A"
|
|
name: "Actionability"
|
|
description: "How actionable is the feedback"
|
|
values:
|
|
A1:
|
|
label: "Low"
|
|
definition: "Feeling with no clear action path"
|
|
example: "I just didn't like it"
|
|
A2:
|
|
label: "Medium"
|
|
definition: "Suggests improvement area"
|
|
example: "Food could be warmer"
|
|
A3:
|
|
label: "High"
|
|
definition: "Specific implementable feedback"
|
|
example: "West bathroom stall lock is broken"
|
|
|
|
temporal:
|
|
code: "T"
|
|
name: "Temporal Reference"
|
|
description: "Time frame of the feedback"
|
|
default: "TC"
|
|
values:
|
|
TC:
|
|
label: "Current"
|
|
definition: "This specific visit/experience"
|
|
TR:
|
|
label: "Recent"
|
|
definition: "Recent pattern of experiences"
|
|
TH:
|
|
label: "Historical"
|
|
definition: "Long-standing pattern"
|
|
TF:
|
|
label: "Future"
|
|
definition: "Expectations or predictions"
|
|
|
|
evidence:
|
|
code: "E"
|
|
name: "Evidence Type"
|
|
description: "How the classification is supported"
|
|
default: "ES"
|
|
values:
|
|
ES:
|
|
label: "Stated"
|
|
definition: "Explicitly said by customer"
|
|
constraint: "Text directly says it"
|
|
EI:
|
|
label: "Inferred"
|
|
definition: "Logically entailed by text"
|
|
constraint: "Must be directly deducible, not speculative"
|
|
EC:
|
|
label: "Contextual"
|
|
definition: "Requires surrounding text"
|
|
constraint: "Span uses 'that,' 'they,' 'it' referencing earlier content"
|
|
|
|
comparative:
|
|
code: "CR"
|
|
name: "Comparative Reference"
|
|
description: "Comparison to previous state"
|
|
default: "CR-N"
|
|
values:
|
|
CR-N:
|
|
label: "None"
|
|
definition: "No comparison to previous state"
|
|
trigger_words: []
|
|
CR-B:
|
|
label: "Better"
|
|
definition: "Explicit improvement vs. before"
|
|
trigger_words:
|
|
- "better now"
|
|
- "improved"
|
|
- "finally fixed"
|
|
- "much faster than last time"
|
|
- "they've turned it around"
|
|
- "glad they addressed it"
|
|
CR-W:
|
|
label: "Worse"
|
|
definition: "Explicit decline vs. before"
|
|
trigger_words:
|
|
- "worse now"
|
|
- "used to be good"
|
|
- "has really gone downhill"
|
|
- "not like it used to be"
|
|
- "declining"
|
|
- "deteriorating"
|
|
- "they've really fallen off"
|
|
CR-S:
|
|
label: "Same"
|
|
definition: "Explicitly unchanged"
|
|
trigger_words:
|
|
- "still"
|
|
- "as always"
|
|
- "same as before"
|
|
- "nothing has changed"
|
|
- "yet again"
|
|
- "once again"
|
|
- "as usual"
|
|
|
|
# =============================================================================
|
|
# IMPLEMENTATION PROFILES
|
|
# =============================================================================
|
|
|
|
profiles:
|
|
lite:
|
|
name: "URT-Lite"
|
|
use_case: "Micro-business, quick triage, getting started"
|
|
code_tier: 1
|
|
code_count: 7
|
|
code_type: "domains"
|
|
complexity: "Minimal"
|
|
required_fields:
|
|
- "primary_code"
|
|
- "valence"
|
|
optional_fields:
|
|
- "intensity"
|
|
forbidden_fields:
|
|
- "secondary_codes"
|
|
- "specificity"
|
|
- "actionability"
|
|
- "evidence"
|
|
- "comparative"
|
|
- "causal_chain"
|
|
primary_code_pattern: "^[OPJEAVR]$"
|
|
secondary_codes_allowed: false
|
|
|
|
core:
|
|
name: "URT-Core"
|
|
use_case: "Small business, dashboards, trend tracking"
|
|
code_tier: 2
|
|
code_count: 28
|
|
code_type: "categories"
|
|
complexity: "Low"
|
|
required_fields:
|
|
- "primary_code"
|
|
- "valence"
|
|
- "intensity"
|
|
optional_fields:
|
|
- "secondary_codes"
|
|
- "temporal"
|
|
- "comparative"
|
|
forbidden_fields:
|
|
- "specificity"
|
|
- "actionability"
|
|
- "evidence"
|
|
- "causal_chain"
|
|
primary_code_pattern: "^[OPJEAVR][1-4]$"
|
|
secondary_codes_allowed: true
|
|
secondary_codes_max: 2
|
|
secondary_codes_tier: 2
|
|
|
|
standard:
|
|
name: "URT-Standard"
|
|
use_case: "Mid-size operations, team routing, full analytics"
|
|
code_tier: 3
|
|
code_count: 140
|
|
code_type: "subcodes"
|
|
complexity: "Medium"
|
|
required_fields:
|
|
- "primary_code"
|
|
- "secondary_codes"
|
|
- "valence"
|
|
- "intensity"
|
|
- "specificity"
|
|
- "actionability"
|
|
- "temporal"
|
|
- "evidence"
|
|
- "comparative"
|
|
optional_fields:
|
|
- "causal_chain"
|
|
- "linked_spans"
|
|
- "confidence"
|
|
forbidden_fields: []
|
|
primary_code_pattern: "^[OPJEAVR][1-4]\\.[0-9]{2}$"
|
|
secondary_codes_allowed: true
|
|
secondary_codes_max: 2
|
|
secondary_codes_tier: 3
|
|
|
|
full:
|
|
name: "URT-Full"
|
|
use_case: "Enterprise, root cause analysis, regulated contexts, audit"
|
|
code_tier: 3
|
|
code_count: 156
|
|
code_type: "subcodes + causal"
|
|
complexity: "High"
|
|
required_fields:
|
|
- "primary_code"
|
|
- "secondary_codes"
|
|
- "valence"
|
|
- "intensity"
|
|
- "specificity"
|
|
- "actionability"
|
|
- "temporal"
|
|
- "evidence"
|
|
- "comparative"
|
|
- "causal_chain"
|
|
- "linked_spans"
|
|
- "confidence"
|
|
- "annotator_notes"
|
|
optional_fields: []
|
|
forbidden_fields: []
|
|
primary_code_pattern: "^[OPJEAVR][1-4]\\.[0-9]{2}$"
|
|
secondary_codes_allowed: true
|
|
secondary_codes_max: 2
|
|
secondary_codes_tier: 3
|
|
|
|
# =============================================================================
|
|
# CODE LOOKUP INDICES
|
|
# =============================================================================
|
|
|
|
indices:
|
|
all_domains:
|
|
- "O"
|
|
- "P"
|
|
- "J"
|
|
- "E"
|
|
- "A"
|
|
- "V"
|
|
- "R"
|
|
|
|
all_categories:
|
|
- "O1"
|
|
- "O2"
|
|
- "O3"
|
|
- "O4"
|
|
- "P1"
|
|
- "P2"
|
|
- "P3"
|
|
- "P4"
|
|
- "J1"
|
|
- "J2"
|
|
- "J3"
|
|
- "J4"
|
|
- "E1"
|
|
- "E2"
|
|
- "E3"
|
|
- "E4"
|
|
- "A1"
|
|
- "A2"
|
|
- "A3"
|
|
- "A4"
|
|
- "V1"
|
|
- "V2"
|
|
- "V3"
|
|
- "V4"
|
|
- "R1"
|
|
- "R2"
|
|
- "R3"
|
|
- "R4"
|
|
|
|
all_subcodes:
|
|
# Offering (18 subcodes)
|
|
- "O1.01"
|
|
- "O1.02"
|
|
- "O1.03"
|
|
- "O1.04"
|
|
- "O1.05"
|
|
- "O2.01"
|
|
- "O2.02"
|
|
- "O2.03"
|
|
- "O2.04"
|
|
- "O2.05"
|
|
- "O3.01"
|
|
- "O3.02"
|
|
- "O3.03"
|
|
- "O3.04"
|
|
- "O4.01"
|
|
- "O4.02"
|
|
- "O4.03"
|
|
- "O4.04"
|
|
# People (20 subcodes)
|
|
- "P1.01"
|
|
- "P1.02"
|
|
- "P1.03"
|
|
- "P1.04"
|
|
- "P1.05"
|
|
- "P2.01"
|
|
- "P2.02"
|
|
- "P2.03"
|
|
- "P2.04"
|
|
- "P2.05"
|
|
- "P3.01"
|
|
- "P3.02"
|
|
- "P3.03"
|
|
- "P3.04"
|
|
- "P3.05"
|
|
- "P4.01"
|
|
- "P4.02"
|
|
- "P4.03"
|
|
- "P4.04"
|
|
- "P4.05"
|
|
# Journey (20 subcodes)
|
|
- "J1.01"
|
|
- "J1.02"
|
|
- "J1.03"
|
|
- "J1.04"
|
|
- "J1.05"
|
|
- "J2.01"
|
|
- "J2.02"
|
|
- "J2.03"
|
|
- "J2.04"
|
|
- "J2.05"
|
|
- "J3.01"
|
|
- "J3.02"
|
|
- "J3.03"
|
|
- "J3.04"
|
|
- "J3.05"
|
|
- "J4.01"
|
|
- "J4.02"
|
|
- "J4.03"
|
|
- "J4.04"
|
|
- "J4.05"
|
|
# Environment (20 subcodes)
|
|
- "E1.01"
|
|
- "E1.02"
|
|
- "E1.03"
|
|
- "E1.04"
|
|
- "E1.05"
|
|
- "E2.01"
|
|
- "E2.02"
|
|
- "E2.03"
|
|
- "E2.04"
|
|
- "E2.05"
|
|
- "E3.01"
|
|
- "E3.02"
|
|
- "E3.03"
|
|
- "E3.04"
|
|
- "E3.05"
|
|
- "E4.01"
|
|
- "E4.02"
|
|
- "E4.03"
|
|
- "E4.04"
|
|
- "E4.05"
|
|
# Access (20 subcodes)
|
|
- "A1.01"
|
|
- "A1.02"
|
|
- "A1.03"
|
|
- "A1.04"
|
|
- "A1.05"
|
|
- "A2.01"
|
|
- "A2.02"
|
|
- "A2.03"
|
|
- "A2.04"
|
|
- "A2.05"
|
|
- "A3.01"
|
|
- "A3.02"
|
|
- "A3.03"
|
|
- "A3.04"
|
|
- "A3.05"
|
|
- "A4.01"
|
|
- "A4.02"
|
|
- "A4.03"
|
|
- "A4.04"
|
|
- "A4.05"
|
|
# Value (20 subcodes)
|
|
- "V1.01"
|
|
- "V1.02"
|
|
- "V1.03"
|
|
- "V1.04"
|
|
- "V1.05"
|
|
- "V2.01"
|
|
- "V2.02"
|
|
- "V2.03"
|
|
- "V2.04"
|
|
- "V2.05"
|
|
- "V3.01"
|
|
- "V3.02"
|
|
- "V3.03"
|
|
- "V3.04"
|
|
- "V3.05"
|
|
- "V4.01"
|
|
- "V4.02"
|
|
- "V4.03"
|
|
- "V4.04"
|
|
- "V4.05"
|
|
# Relationship (20 subcodes)
|
|
- "R1.01"
|
|
- "R1.02"
|
|
- "R1.03"
|
|
- "R1.04"
|
|
- "R1.05"
|
|
- "R2.01"
|
|
- "R2.02"
|
|
- "R2.03"
|
|
- "R2.04"
|
|
- "R2.05"
|
|
- "R3.01"
|
|
- "R3.02"
|
|
- "R3.03"
|
|
- "R3.04"
|
|
- "R3.05"
|
|
- "R4.01"
|
|
- "R4.02"
|
|
- "R4.03"
|
|
- "R4.04"
|
|
- "R4.05"
|
|
|
|
all_causal_codes:
|
|
- "CD-S"
|
|
- "CD-T"
|
|
- "CD-E"
|
|
- "CD-F"
|
|
- "CD-O"
|
|
- "MG-P"
|
|
- "MG-T"
|
|
- "MG-O"
|
|
- "MG-R"
|
|
- "MG-C"
|
|
- "SY-R"
|
|
- "SY-P"
|
|
- "SY-C"
|
|
- "SY-S"
|
|
- "SY-H"
|
|
- "SY-X"
|
|
|
|
subcodes_by_domain:
|
|
O: 18
|
|
P: 20
|
|
J: 20
|
|
E: 20
|
|
A: 20
|
|
V: 20
|
|
R: 20
|