whyrating-engine-legacy/urt-taxonomy/track-a-training/A4-Full-Annotation-Manual.md

# A4: Full Annotation Manual
## Universal Review Taxonomy (URT) v5.1

**Purpose**: Comprehensive reference for human annotators with complete domain, subcode, and metadata documentation
**Version**: 5.1 | **Status**: Production Ready | **Date**: 2026-01-24

---

## Table of Contents

1. [Introduction](#1-introduction)
2. [URT Framework Overview](#2-urt-framework-overview)
3. [Complete Domain Reference](#3-complete-domain-reference)
   - [3.1 Domain O: Offering](#31-domain-o-offering)
   - [3.2 Domain P: People](#32-domain-p-people)
   - [3.3 Domain J: Journey](#33-domain-j-journey)
   - [3.4 Domain E: Environment](#34-domain-e-environment)
   - [3.5 Domain A: Access](#35-domain-a-access)
   - [3.6 Domain V: Value](#36-domain-v-value)
   - [3.7 Domain R: Relationship](#37-domain-r-relationship)
4. [Metadata Dimensions](#4-metadata-dimensions)
5. [Causal Codes](#5-causal-codes)
6. [Span Boundary Rules](#6-span-boundary-rules)
7. [Disambiguation Guide](#7-disambiguation-guide)
8. [USN Notation](#8-usn-notation)
9. [Appendices](#9-appendices)

---

## 1. Introduction

### 1.1 Purpose of This Manual

The A4 Full Annotation Manual provides comprehensive documentation for all URT v5.1 classification codes, metadata dimensions, and annotation rules. This manual serves as:

- **Definitive reference** for all 140 subcodes across 7 domains
- **Training resource** for annotators advancing beyond the A1 Quickstart Guide
- **Disambiguation authority** when codes appear similar or overlapping
- **Quality standard** aligned with A2 QA Protocol requirements
- **Calibration source** supporting A3 Calibration Test Set exercises

### 1.2 How to Use This Manual

| User Need | Recommended Approach |
|-----------|---------------------|
| **Quick code lookup** | Use Section 3 domain tables with Ctrl+F |
| **Understand a subcode** | Read the inclusion/exclusion criteria and examples |
| **Resolve confusion between codes** | Check Section 7 Disambiguation Guide |
| **Learn metadata assignment** | Study Section 4 with worked examples |
| **Understand causal analysis** | Review Section 5 Causal Codes |
| **Verify span boundaries** | Consult Section 6 Span Boundary Rules |

### 1.3 Relationship to Other Training Documents

| Document | Relationship to A4 |
|----------|-------------------|
| **A1-Annotator-Quickstart.md** | A4 expands on A1's summary tables with full definitions |
| **A2-QA-Protocol.md** | A4 provides the standards A2 measures against |
| **A3-Calibration-Test-Set.md** | A4 explains the rationale behind A3's gold answers |
| **URT-Specification-v5.1.md** | A4 reformats the spec for annotator workflows |

### 1.4 Document Conventions

Throughout this manual:
- **(+)** indicates a positive example
- **(-)** indicates a negative example
- **Include** criteria define what belongs in a code
- **Exclude** criteria clarify what does NOT belong
- **Common Errors** highlight frequent mistakes

---

## 2. URT Framework Overview

### 2.1 Taxonomy Structure

URT organizes customer feedback into a three-tier hierarchy:

```
TIER 1: DOMAINS (7)
   └── TIER 2: CATEGORIES (28 = 4 per domain)
          └── TIER 3: SUBCODES (140 = 5 per category)
```

**Canonical Counts**:
- 7 experience domains
- 28 categories (4 per domain)
- 140 diagnostic subcodes (5 per category)
- 16 causal codes (optional root-cause layer)
- 7 metadata dimensions with 24 total values

### 2.2 The Seven Domains

| Code | Domain | Core Question | Default Owner |
|------|--------|---------------|---------------|
| **O** | Offering | Does the core product/service deliver? | Product / Operations |
| **P** | People | How do personnel behave and perform? | HR / Training |
| **J** | Journey | Is the process smooth and timely? | Operations / Process |
| **E** | Environment | Is the space functional and pleasant? | Facilities / IT |
| **A** | Access | Can everyone participate fully? | Compliance / Design |
| **V** | Value | Is the exchange fair and transparent? | Finance / Pricing |
| **R** | Relationship | Is trust built and maintained? | Leadership / CX |

**Memory Aid**: O-P-J-E-A-V-R = "**O**ffer **P**eople a **J**ourney in an **E**nvironment with **A**ccess to **V**alue and **R**elationship"

### 2.3 Quick Decision Tree

Use this flowchart for domain selection. Go top-to-bottom; first "YES" wins.

```
START: Read the span
        |
        v
+-----------------------------------------------+
| Is it about the THING they bought/received?   |
| (product, service, treatment, outcome)        |
+-----------------------------------------------+
        | YES --> O (Offering)
        | NO  |
              v
+-----------------------------------------------+
| Is it about HOW PEOPLE behaved?               |
| (staff attitude, skill, communication)        |
+-----------------------------------------------+
        | YES --> P (People)
        | NO  |
              v
+-----------------------------------------------+
| Is it about TIME, STEPS, or FRICTION?         |
| (waiting, process, ease, resolution steps)    |
+-----------------------------------------------+
        | YES --> J (Journey)
        | NO  |
              v
+-----------------------------------------------+
| Is it about the SPACE or INTERFACE?           |
| (physical place, app/website, ambiance)       |
+-----------------------------------------------+
        | YES --> E (Environment)
        | NO  |
              v
+-----------------------------------------------+
| Is it about ABILITY TO ACCESS or INCLUSION?   |
| (availability, disability, language, bias)    |
+-----------------------------------------------+
        | YES --> A (Access)
        | NO  |
              v
+-----------------------------------------------+
| Is it about PRICE, COST, or WORTH?            |
| (money, effort, value, transparency)          |
+-----------------------------------------------+
        | YES --> V (Value)
        | NO  |
              v
+-----------------------------------------------+
| Is it about TRUST, PATTERNS, or LOYALTY?      |
| (honesty over time, brand, recovery, bond)    |
+-----------------------------------------------+
        | YES --> R (Relationship)
        | NO  |
              v
    RE-READ SPAN -- may need splitting
```

### 2.4 Implementation Profiles

URT supports four implementation profiles with increasing complexity:

| Profile | Primary Code Level | Metadata Required | Use Case |
|---------|-------------------|-------------------|----------|
| **URT-Lite** | Domain (O, P, J...) | Valence only | Micro-business, quick triage |
| **URT-Core** | Category (O1, P2...) | Valence + Intensity | Small business, dashboards |
| **URT-Standard** | Subcode (O1.01, P2.03...) | All 7 dimensions | Operations, routing, analytics |
| **URT-Full** | Subcode + Causal | All dimensions + Causal | Enterprise, root cause, audit |

### 2.5 Profile Requirements Matrix

| Field | Lite | Core | Standard | Full |
|-------|:----:|:----:|:--------:|:----:|
| primary_code | Domain | Category | Subcode | Subcode |
| secondary_codes | Forbidden | Max 2 (Cat) | Max 2 (Sub) | Max 2 (Sub) |
| valence | Required | Required | Required | Required |
| intensity | Optional | Required | Required | Required |
| specificity | -- | -- | Required | Required |
| actionability | -- | -- | Required | Required |
| temporal | -- | Optional | Required | Required |
| evidence | -- | -- | Required | Required |
| comparative | -- | Optional | Required | Required |
| causal_chain | -- | -- | Optional | Required* |

*Required when evidence supports

---

## 3. Complete Domain Reference

### 3.1 Domain O: Offering

**Definition**: The core product, service, or outcome delivered to the customer.

**Core Question**: Does what we provide actually work and meet expectations?

**Default Owner**: Product / Operations

**Scope**:
- The thing itself (product, service, treatment, meal, deliverable)
- Its functionality, quality, completeness, and fit
- Outcomes and results achieved (or not achieved)

**NOT in Scope**:
- How staff behaved during delivery (P domain)
- The process of obtaining it (J domain)
- The environment where it was delivered (E domain)

#### O1: Function

**Category Definition**: Does the product/service do what it's supposed to do?

##### O1.01 Works/Doesn't Work

**Definition**: Basic functionality success or failure - whether the product/service performs its fundamental purpose.

**Include**:
- Complete functional failure ("won't turn on," "doesn't work at all")
- Core functionality issues ("can't make calls," "won't connect")
- Binary working/not working assessments

**Exclude**:
- Performance quality issues (use O1.02)
- System/service availability (use J3.03)
- Interface/app functionality (use E2.02)

**Examples**:
- (+) "Software runs perfectly on my machine"
- (+) "Phone works exactly as expected"
- (-) "Car won't start at all"
- (-) "The blender doesn't turn on - completely dead"

**Common Errors**:
- Confusing with J3.03 (System Uptime): "Website was down" = J3.03; "Feature is broken" = O1.01
- Confusing with E2.02 (Digital Functionality): App features not working = E2.02; Core product functionality = O1.01

##### O1.02 Performance Level

**Definition**: How well the product/service operates when it does work.

**Include**:
- Speed of operation ("lightning fast," "sluggish")
- Efficiency metrics ("great battery life," "fuel efficient")
- Capability levels ("powerful," "weak")

**Exclude**:
- Interface/app speed (use E2.03)
- Basic functionality (use O1.01)
- Durability over time (use O1.03)

**Examples**:
- (+) "Incredibly fast processor - handles everything I throw at it"
- (+) "Best vacuum suction I've ever experienced"
- (-) "Sluggish and laggy even with simple tasks"
- (-) "Motor is weak - struggles with thick materials"

**Common Errors**:
- Confusing with E2.03 (Interface Performance): E2.03 is app/website speed; O1.02 is the core product's performance

##### O1.03 Durability

**Definition**: Longevity and resistance to wear over time.

**Include**:
- How long it lasted before failing
- Wear and tear assessments
- Build quality affecting lifespan

**Exclude**:
- Material quality itself (use O2.01)
- One-time damage at delivery (use O2.05)
- Consistency of function (use O1.04)

**Examples**:
- (+) "Still perfect after 5 years of daily use"
- (+) "Built like a tank - survived multiple drops"
- (-) "Fell apart in a month"
- (-) "Zipper broke after just two washes"

**Common Errors**:
- Confusing with O2.01 (Materials): O2.01 is about material quality observed; O1.03 is about how long it lasted

##### O1.04 Reliability

**Definition**: Consistency of function over time - whether it works dependably.

**Include**:
- Intermittent failures ("works sometimes")
- Consistency of performance over uses
- Dependability assessments

**Exclude**:
- Process reliability (use J3.01)
- Organizational dependability (use R2.02)
- Single instance failure (use O1.01)

**Examples**:
- (+) "Never fails me - works every single time"
- (+) "Reliable connection, never drops"
- (-) "Works sometimes, not others - frustrating"
- (-) "Intermittent issues - can't depend on it"

**Common Errors**:
- Confusing with J3.01 (Process Consistency): J3.01 = "They deliver the same quality each time"; O1.04 = "The product itself works consistently"

##### O1.05 Outcome Achievement

**Definition**: Whether the customer accomplished their intended goal through the product/service.

**Include**:
- Treatment/therapy results
- Learning/certification outcomes
- Problem resolution via product
- Goal attainment through service

**Exclude**:
- General satisfaction (use V4.03)
- Value judgment (use V4.01)
- Quality assessment (use O2)

**Examples**:
- (+) "Passed my certification exam on the first try!"
- (+) "Back pain is completely gone after treatment"
- (-) "Treatment didn't work - still in pain"
- (-) "Course was useless - didn't learn what I needed"

**Common Errors**:
- Confusing with V4.03 (Satisfaction): V4.03 is general contentment; O1.05 is specific goal achievement

---

#### O2: Quality

**Category Definition**: How well is the product/service made or executed?

##### O2.01 Materials/Inputs

**Definition**: Quality of the components, ingredients, or raw materials used.

**Include**:
- Material quality observations ("real leather," "cheap plastic")
- Ingredient quality ("fresh," "stale")
- Component quality ("premium parts")

**Exclude**:
- Durability over time (use O1.03)
- How it was assembled (use O2.02)
- Visual presentation (use O2.03)

**Examples**:
- (+) "Real leather, premium feel to the touch"
- (+) "Fresh ingredients - you can taste the quality"
- (-) "Cheap plastic parts that feel flimsy"
- (-) "Obviously low-grade materials"

**Common Errors**:
- Confusing with O1.03 (Durability): "Cheap materials" = O2.01; "Broke quickly" = O1.03

##### O2.02 Craftsmanship

**Definition**: Skill of construction, assembly, or execution.

**Include**:
- Build quality and assembly
- Skill of preparation or creation
- Attention to construction details

**Exclude**:
- Visual presentation (use O2.03)
- Staff technical skill (use P2.02)
- Finishing details only (use O2.04)

**Examples**:
- (+) "Beautifully sewn seams - masterful tailoring"
- (+) "Perfectly cooked - restaurant quality"
- (-) "Sloppy assembly - seams coming apart"
- (-) "Amateur hour - clearly unskilled preparation"

**Common Errors**:
- Confusing with P2.02 (Technical Skill): P2.02 is about the person's skill; O2.02 is about the result's quality

##### O2.03 Presentation

**Definition**: Visual and aesthetic quality of the product itself.

**Include**:
- How the product looks
- Plating and display of food
- Packaging aesthetics
- Visual appeal of deliverables

**Exclude**:
- Space/environment aesthetics (use E3.05)
- Interface design (use E2.01)
- Finishing details (use O2.04)

**Examples**:
- (+) "Gorgeous plating - almost too pretty to eat"
- (+) "Beautiful packaging - felt like a gift"
- (-) "Looked thrown together - no care taken"
- (-) "Presentation was awful - food slapped on plate"

**Common Errors**:
- Confusing with E3.05 (Space Aesthetics): E3.05 is the environment's beauty; O2.03 is the product's visual quality

##### O2.04 Attention to Detail

**Definition**: Finishing touches, refinement, and care in the small things.

**Include**:
- Polish and refinement
- Thoughtful small touches
- Thoroughness in details

**Exclude**:
- Missing components (use O3.01)
- Major quality issues (use O2.02)
- Presentation overall (use O2.03)

**Examples**:
- (+) "Every corner perfect - remarkable attention to detail"
- (+) "Little touches that show they care"
- (-) "Full of typos and errors - no proofreading"
- (-) "Rough edges and sloppy finishing"

**Common Errors**:
- Confusing with O3.01 (Components): O3.01 is about missing parts; O2.04 is about refinement of what's there

##### O2.05 Condition at Delivery

**Definition**: The state of the product when received by the customer.

**Include**:
- Damage during shipping
- Temperature of food upon arrival
- Freshness at time of receipt
- Physical condition at handoff

**Exclude**:
- Original manufacturing quality (use O2.02)
- Accuracy of delivery (use J3.02)
- Packaging quality (use O2.03)

**Examples**:
- (+) "Still warm from the oven when it arrived"
- (+) "Arrived in perfect condition, well-protected"
- (-) "Arrived damaged - box was crushed"
- (-) "Food was cold by the time it got here"

**Common Errors**:
- Confusing with J3.02 (Accuracy): J3.02 is "wrong item delivered"; O2.05 is "right item, wrong condition"

---

#### O3: Completeness

**Category Definition**: Is everything included that should be?

##### O3.01 All Components Present

**Definition**: Nothing missing from what was promised or expected.

**Include**:
- Missing parts or accessories
- Incomplete orders
- Missing pieces from sets

**Exclude**:
- Wrong item (use O4.01)
- Missing features (use O3.02)
- Incomplete work scope (use O3.03)

**Examples**:
- (+) "Everything in the box - all accessories included"
- (+) "Complete set, nothing missing"
- (-) "Missing the charger - had to buy separately"
- (-) "Several pieces missing from the kit"

**Common Errors**:
- Confusing with O4.01 (Specification Match): O4.01 is wrong item; O3.01 is incomplete item

##### O3.02 Feature Availability

**Definition**: Promised or expected features actually exist and work.

**Include**:
- Advertised features not available
- Menu items unavailable
- Promised capabilities missing

**Exclude**:
- Physical inventory (use A1.03)
- Features that are broken (use O1.01)
- Features not matching ads (use V2.03)

**Examples**:
- (+) "All menu items available as advertised"
- (+) "Every feature works as promised"
- (-) "Half the features are disabled"
- (-) "Feature has been 'coming soon' for 8 months"

**Common Errors**:
- Confusing with A1.03 (Inventory): A1.03 is physical stock; O3.02 is feature/capability availability

##### O3.03 Scope Delivery

**Definition**: Full scope of work or service completed as agreed.

**Include**:
- Incomplete service delivery
- Partial completion of work
- Unfinished portions

**Exclude**:
- Quality of completed work (use O2.02)
- Resolution completeness (use J4.04)
- Missing components (use O3.01)

**Examples**:
- (+) "Cleaned entire house top to bottom"
- (+) "Completed all the agreed-upon items"
- (-) "Left the bathrooms undone"
- (-) "Only finished half the project"

**Common Errors**:
- Confusing with J4.04 (Resolution Quality): J4.04 is about fixes; O3.03 is about initial scope

##### O3.04 Documentation

**Definition**: Supporting materials, instructions, and documentation provided.

**Include**:
- Manuals and instructions
- Documentation quality
- Reference materials provided

**Exclude**:
- Process simplicity (use J2.01 when docs affect onboarding)
- Staff explanations (use P4.01)
- Information accuracy (use P4.04)

**Examples**:
- (+) "Great user manual - very helpful"
- (+) "Comprehensive documentation included"
- (-) "No instructions at all"
- (-) "Documentation was outdated and useless"

**Common Errors**:
- **Documentation Rule**: Use O3.04 when docs are a product artifact ("manual was helpful"). Use J2.01 when docs affect onboarding friction ("couldn't figure out how to start").

---

#### O4: Fit

**Category Definition**: Does the product/service match the customer's specific needs?

##### O4.01 Specification Match

**Definition**: Whether the product matches what was ordered or specified.

**Include**:
- Wrong size, color, model delivered
- Not matching order specifications
- Different than what was requested

**Exclude**:
- Process accuracy errors (use J3.02)
- Missing parts (use O3.01)
- Not meeting needs (use O4.04)

**Examples**:
- (+) "Exactly what I ordered - perfect match"
- (+) "Right size, right color, exactly as specified"
- (-) "Wrong size delivered - ordered medium, got large"
- (-) "Ordered blue, received red"

**Common Errors**:
- Confusing with J3.02 (Process Accuracy): O4.01 = "This isn't what I need"; J3.02 = "They made a fulfillment error"

##### O4.02 Personalization

**Definition**: Adaptation to individual preferences and remembered settings.

**Include**:
- Remembering customer preferences
- Customization options
- Personal settings saved

**Exclude**:
- Staff attentiveness (use P3.01)
- Customer recognition (use R4.01)
- Flexibility in modifications (use O4.03)

**Examples**:
- (+) "Remembered my usual order"
- (+) "Saved my preferences perfectly"
- (-) "No way to save my settings"
- (-) "Had to explain my preferences every time"

**Common Errors**:
- Confusing with R4.01 (Recognition): R4.01 is "they remember me"; O4.02 is "they remember my preferences"

##### O4.03 Flexibility

**Definition**: Ability to modify or adjust the product/service to customer needs.

**Include**:
- Modification options
- Customization capability
- Willingness to adjust

**Exclude**:
- Policy flexibility (use V2.04)
- Staff accommodation attitude (use P1)
- Dietary accommodation (use A3.03)

**Examples**:
- (+) "Happy to substitute ingredients"
- (+) "Easily customizable to my needs"
- (-) "No modifications allowed - take it or leave it"
- (-) "Completely rigid - no flexibility at all"

**Common Errors**:
- Confusing with V2.04 (Terms Fairness): V2.04 is about policy reasonableness; O4.03 is about product flexibility

##### O4.04 Appropriateness

**Definition**: Whether the right solution was provided for the customer's need.

**Include**:
- Right recommendation for the problem
- Suitable solution selected
- Appropriate service chosen

**Exclude**:
- Staff knowledge (use P2.01)
- Specification match (use O4.01)
- Wrong item sent (use J3.02)

**Examples**:
- (+) "Perfect recommendation for my needs"
- (+) "Exactly the right solution"
- (-) "Sold me completely the wrong thing for my needs"
- (-) "Not appropriate for my use case at all"

**Common Errors**:
- Confusing with P2.01 (Knowledge): P2.01 is about staff knowing products; O4.04 is about the solution's appropriateness

---

#### O Domain Common Errors Summary

| Error Pattern | Incorrect Code | Correct Code | Key Distinction |
|--------------|----------------|--------------|-----------------|
| "App won't load" | O1.01 | E2.02 | App = digital interface |
| "Website was down" | O1.01 | J3.03 | Downtime = system availability |
| "App is slow" | O1.02 | E2.03 | App performance = digital interface |
| "Broke after a month" | O2.01 | O1.03 | Durability = time-based |
| "Wrong item sent" | O4.01 | J3.02 | Focus on process error vs product mismatch |
| "Feature doesn't exist" | O1.01 | O3.02 | Non-existence vs broken |

---

### 3.2 Domain P: People

**Definition**: Human interactions and personnel behavior during the customer experience.

**Core Question**: How do the people we interact with treat us and perform their roles?

**Default Owner**: HR / Training

**Scope**:
- Staff attitude, demeanor, and emotional tone
- Employee competence, knowledge, and skill
- Responsiveness, attentiveness, and follow-through
- Communication quality and style

**NOT in Scope**:
- Organizational trust patterns (R domain)
- Process/operational issues (J domain)
- Product quality outcomes (O domain)

---

#### P1: Attitude

**Category Definition**: Disposition, manner, and emotional tone of personnel.

##### P1.01 Warmth/Friendliness

**Definition**: Approachability, pleasantness, and welcoming demeanor.

**Include**:
- Friendly greetings and interactions
- Welcoming behavior
- Pleasant demeanor
- Kind and nice treatment

**Exclude**:
- Relationship building over time (use R4.03)
- Professional conduct (use P2.04)
- Respect for dignity (use P1.02)

**Examples**:
- (+) "So welcoming and kind from the moment I walked in"
- (+) "Sarah at the front desk was incredibly friendly"
- (-) "Cold and unfriendly - made me feel unwelcome"
- (-) "Staff seemed bothered by my presence"

**Common Errors**:
- Confusing with R4.03 (Relationship Building): R4.03 is ongoing investment in connection; P1.01 is single-interaction warmth

##### P1.02 Respect

**Definition**: Treating the customer with dignity and consideration.

**Include**:
- Making customer feel valued
- Treating with courtesy
- Not talking down or dismissing
- Showing consideration

**Exclude**:
- Identity-based discrimination (use A3.05)
- Communication tone (use P4.05)
- Professionalism violations (use P2.04)

**Examples**:
- (+) "Made me feel valued as a customer"
- (+) "Treated me with complete respect and dignity"
- (-) "Talked down to me like I was stupid"
- (-) "Dismissive and condescending attitude"

**Common Errors**:
- Confusing with A3.05 (Equal Treatment): Use A3.05 when identity-based discrimination is perceived ("treated differently because of X"). Use P1.02 for general disrespect without identity framing.

##### P1.03 Empathy

**Definition**: Understanding and acknowledging the customer's situation and feelings.

**Include**:
- Understanding frustration
- Showing they "get it"
- Emotional connection
- Acknowledging feelings

**Exclude**:
- Listening skills (use P4.02)
- Problem-solving ability (use P2.03)
- Apologies for issues (use R3.02)

**Examples**:
- (+) "Really understood my frustration and showed they cared"
- (+) "Could tell she genuinely felt for my situation"
- (-) "Couldn't care less about my problem"
- (-) "No understanding of what I was going through"

**Common Errors**:
- Confusing with P4.02 (Listening): P4.02 is cognitive processing; P1.03 is emotional understanding

##### P1.04 Patience

**Definition**: Tolerance, calm under pressure, and not rushing the customer.

**Include**:
- Taking time with customers
- Not showing frustration
- Staying calm when pressed
- Allowing customers to take their time

**Exclude**:
- Appropriate pacing of service (use J1.05)
- Professional conduct (use P2.04)
- Enthusiasm level (use P1.05)

**Examples**:
- (+) "Never rushed me, took all the time I needed"
- (+) "So patient with all my questions"
- (-) "Visibly annoyed that I was taking time"
- (-) "Kept sighing and checking the clock"

**Common Errors**:
- Confusing with J1.05 (Pacing): J1.05 is service timing; P1.04 is staff patience with customer

##### P1.05 Enthusiasm

**Definition**: Energy, genuine interest, and passion in helping.

**Include**:
- Showing excitement about helping
- Genuine interest in the work
- Energy and engagement
- Passion for service

**Exclude**:
- Staff experience level (use P2.05)
- Friendliness (use P1.01)
- Initiative (use P3.02)

**Examples**:
- (+) "Passionate about helping - you could tell he loved his job"
- (+) "Genuinely excited to help me find the right solution"
- (-) "Just going through the motions"
- (-) "Zero enthusiasm - felt like a burden to them"

**Common Errors**:
- Confusing with P1.01 (Warmth): P1.01 is friendly demeanor; P1.05 is energy and passion

---

#### P2: Competence

**Category Definition**: Knowledge, skill, and professional capability of personnel.

##### P2.01 Knowledge

**Definition**: Understanding of products, services, policies, and domain expertise.

**Include**:
- Product knowledge
- Policy understanding
- Technical knowledge
- Industry expertise

**Exclude**:
- Documentation availability (use O3.04)
- Problem-solving ability (use P2.03)
- Technical execution skill (use P2.02)

**Examples**:
- (+) "Knew every detail about the product line"
- (+) "Incredibly knowledgeable about the options"
- (-) "Couldn't answer basic questions"
- (-) "Had no idea what they were talking about"

**Common Errors**:
- Confusing with P2.03 (Problem-Solving): P2.01 is having knowledge; P2.03 is applying it to solve problems

##### P2.02 Technical Skill

**Definition**: Ability to perform required tasks competently.

**Include**:
- Execution quality
- Technical proficiency
- Skilled performance
- Task completion ability

**Exclude**:
- Product craftsmanship (use O2.02)
- Knowledge of products (use P2.01)
- Professional conduct (use P2.04)

**Examples**:
- (+) "Masterful technique - clearly an expert"
- (+) "Flawless execution of the procedure"
- (-) "Clearly undertrained - made multiple mistakes"
- (-) "Fumbled through the whole process"

**Common Errors**:
- Confusing with O2.02 (Craftsmanship): P2.02 is the person's skill; O2.02 is the resulting product's quality

##### P2.03 Problem-Solving

**Definition**: Ability to address issues, find solutions, and overcome obstacles.

**Include**:
- Finding creative solutions
- Overcoming obstacles
- Resolving issues effectively
- Troubleshooting ability

**Exclude**:
- Resolution process (use J4.02)
- Taking ownership (use R3.05)
- Following through (use P3.04)

**Examples**:
- (+) "Found a creative solution to my problem"
- (+) "Figured out a workaround when the first approach failed"
- (-) "Just said 'can't help you' and gave up"
- (-) "No ability to think outside the box"

**Common Errors**:
- Confusing with J4.02 (Resolution Process): J4.02 is the operational process; P2.03 is the individual's problem-solving ability

##### P2.04 Professionalism

**Definition**: Appropriate conduct, appearance, and adherence to professional standards.

**Include**:
- Professional behavior
- Appropriate appearance
- Following professional norms
- Proper conduct

**Exclude**:
- Respect for customers (use P1.02)
- Technical skill (use P2.02)
- Communication tone (use P4.05)

**Examples**:
- (+) "Very professional throughout the interaction"
- (+) "Impeccable professionalism - exactly what you'd expect"
- (-) "Inappropriate jokes that made me uncomfortable"
- (-) "Showed up in dirty clothes, on personal phone the whole time"

**Common Errors**:
- Confusing with P1.02 (Respect): P1.02 is treating customer with dignity; P2.04 is professional conduct standards

##### P2.05 Experience

**Definition**: Depth of expertise demonstrated through seasoned performance.

**Include**:
- Expert-level performance
- Seasoned professional feel
- Years of experience evident
- Depth of expertise

**Exclude**:
- Organizational track record (use R2.01)
- Technical skill (use P2.02)
- Knowledge breadth (use P2.01)

**Examples**:
- (+) "Clearly an expert with years of experience"
- (+) "You could tell this wasn't their first rodeo"
- (-) "Felt like talking to a complete beginner"
- (-) "Obvious they were new and unsure"

**Common Errors**:
- Confusing with R2.01 (Track Record): R2.01 is organizational history; P2.05 is individual experience

---

#### P3: Responsiveness

**Category Definition**: Attentiveness, initiative, and follow-through in meeting customer needs.

##### P3.01 Attentiveness

**Definition**: Awareness of customer needs and proactive checking in.

**Include**:
- Noticing customer needs
- Checking in regularly
- Being aware of situation
- Anticipating needs

**Exclude**:
- Personalization of product (use O4.02)
- Proactive information sharing (use P3.02)
- Staff availability (use P3.03)

**Examples**:
- (+) "Always checking in to see if we needed anything"
- (+) "Noticed I was looking for help before I even asked"
- (-) "Had to flag them down every time I needed something"
- (-) "Completely oblivious to our needs"

**Common Errors**:
- Confusing with O4.02 (Personalization): O4.02 is product customization; P3.01 is staff awareness

##### P3.02 Initiative

**Definition**: Proactive assistance without being asked.

**Include**:
- Offering help unprompted
- Going beyond asked duties
- Proactive suggestions
- Volunteering assistance

**Exclude**:
- Proactive communication (use P4.03)
- Urgency in handling (use P3.05)
- Attentiveness (use P3.01)

**Examples**:
- (+) "Offered help without me having to ask"
- (+) "Proactively suggested options I hadn't considered"
- (-) "Did the absolute bare minimum"
- (-) "Wouldn't lift a finger unless specifically asked"

**Common Errors**:
- Confusing with P4.03 (Proactive Updates): P4.03 is communication; P3.02 is action/assistance

##### P3.03 Availability

**Definition**: Presence and accessibility when the customer needs assistance.

**Include**:
- Being present when needed
- Easy to find or reach
- Accessible for help
- Available to assist

**Exclude**:
- Staffing levels (use A1.04)
- Operating hours (use A1.01)
- Response time (use J1.03)

**Examples**:
- (+) "Easy to find someone whenever I needed help"
- (+) "Staff was always available and accessible"
- (-) "Impossible to find anyone to help"
- (-) "Could never get anyone on the phone"

**Common Errors**:
- Confusing with A1.04 (Staffing Levels): A1.04 is organizational staffing; P3.03 is individual staff availability

##### P3.04 Follow-Through

**Definition**: Completing promised or implied actions from an interaction.

**Include**:
- Doing what they said they'd do
- Completing promised callbacks
- Following up as promised
- Delivering on stated commitments

**Exclude**:
- Organizational promise keeping (use R1.02)
- Resolution speed (use J4.03)
- Response time (use J1.03)

**Examples**:
- (+) "Did exactly what they promised - called back right on time"
- (+) "Followed through on every commitment"
- (-) "Said they'd call back within 24 hours - never did"
- (-) "Promised to email the quote - nothing came"

**Common Errors**:
- **Critical Distinction**: Use P3.04 for a specific interaction ("said they'd call back, didn't"). Use R1.02 when framed as trust/pattern ("they never keep their word").

##### P3.05 Urgency

**Definition**: Appropriate prioritization and sense of importance given to customer needs.

**Include**:
- Treating as priority
- Showing importance
- Acting with appropriate speed
- Prioritizing the issue

**Exclude**:
- Response time metrics (use J1.03)
- Service speed (use J1.02)
- Patience with customer (use P1.04)

**Examples**:
- (+) "Treated my issue as a priority"
- (+) "Could tell they understood the urgency"
- (-) "No sense of urgency at all"
- (-) "Acted like they had all the time in the world while I waited"

**Common Errors**:
- Confusing with J1.03 (Response Time): J1.03 is measured time; P3.05 is perceived prioritization

---

#### P4: Communication

**Category Definition**: Quality of information exchange with personnel.

##### P4.01 Clarity

**Definition**: Understandable, clear information delivery.

**Include**:
- Clear explanations
- Understandable language
- Well-communicated information
- Easy to follow

**Exclude**:
- Documentation quality (use O3.04)
- Listening skills (use P4.02)
- Information accuracy (use P4.04)

**Examples**:
- (+) "Explained everything clearly in plain language"
- (+) "Made complex topics easy to understand"
- (-) "Used confusing jargon I couldn't follow"
- (-) "Explanation made no sense at all"

**Common Errors**:
- Confusing with O3.04 (Documentation): O3.04 is written materials; P4.01 is verbal/personal communication

##### P4.02 Listening

**Definition**: Hearing, understanding, and processing what the customer says.

**Include**:
- Actually hearing what's said
- Understanding the message
- Not interrupting
- Processing customer input

**Exclude**:
- Empathy for feelings (use P1.03)
- Taking action on input (use P2.03)
- Proactive updates (use P4.03)

**Examples**:
- (+) "Really heard what I was saying"
- (+) "Listened carefully to my whole situation"
- (-) "Kept interrupting me"
- (-) "Just read from a script - didn't hear a word I said"

**Common Errors**:
- Confusing with P1.03 (Empathy): P4.02 is cognitive processing; P1.03 is emotional understanding

##### P4.03 Proactive Updates

**Definition**: Keeping the customer informed without being asked.

**Include**:
- Status updates
- Progress communication
- Information without prompting
- Keeping informed

**Exclude**:
- Problem acknowledgment (use J4.01)
- Initiative to help (use P3.02)
- Handoff communication (use J2.04)

**Examples**:
- (+) "Regular status updates throughout the process"
- (+) "Kept me informed every step of the way"
- (-) "Radio silence for weeks - had to chase them"
- (-) "Never heard anything until I called to ask"

**Common Errors**:
- Confusing with J4.01 (Problem Acknowledgment): J4.01 is recognizing an issue; P4.03 is ongoing communication

##### P4.04 Accuracy

**Definition**: Correctness of information provided by staff.

**Include**:
- Correct information given
- Accurate details shared
- Truthful in communication
- Reliable information

**Exclude**:
- Honest representation (use V2.05)
- Truthfulness as character (use R1.01)
- Process accuracy (use J3.02)

**Examples**:
- (+) "Everything they told me was completely accurate"
- (+) "Information was spot-on - no surprises"
- (-) "Given completely wrong information"
- (-) "What they said turned out to be false"

**Common Errors**:
- Confusing with R1.01 (Truthfulness): R1.01 is organizational honesty pattern; P4.04 is specific information accuracy

##### P4.05 Tone

**Definition**: Appropriate communication style and manner of delivery.

**Include**:
- Tone of voice
- Communication style
- Manner of speaking
- Delivery approach

**Exclude**:
- Respect for dignity (use P1.02)
- Clarity of message (use P4.01)
- Professionalism (use P2.04)

**Examples**:
- (+) "Professional but warm tone throughout"
- (+) "Perfect balance of friendly and businesslike"
- (-) "Condescending tone that made me feel small"
- (-) "Sarcastic and dismissive in how they spoke"

**Common Errors**:
- Confusing with P1.02 (Respect): P1.02 is about treating with dignity; P4.05 is about communication style

---

#### P Domain Common Errors Summary

| Error Pattern | Incorrect Code | Correct Code | Key Distinction |
|--------------|----------------|--------------|-----------------|
| "They never keep promises" | P3.04 | R1.02 | Pattern = R; Instance = P |
| "Felt discriminated against" | P1.02 | A3.05 | Identity-based = A3.05 |
| "Product was poorly made" | P2.02 | O2.02 | Product outcome = O |
| "Always friendly over years" | P1.01 | R4.03 | Long-term = R |
| "Understood my feelings" | P4.02 | P1.03 | Emotional = Empathy |
| "Took weeks to reply" | P3.04 | J1.03 | Time metric = J |

---

### 3.3 Domain J: Journey

**Definition**: The process, timing, and operational flow of the customer experience.

**Core Question**: Is the experience smooth, timely, and friction-free?

**Default Owner**: Operations / Process

**Scope**:
- Timing: waiting, speed, punctuality
- Ease: simplicity, friction, handoffs
- Reliability: consistency, accuracy, uptime
- Resolution: problem handling and fixes

**NOT in Scope**:
- Staff behavior during process (P domain)
- The product/service itself (O domain)
- Environmental factors (E domain)

---

#### J1: Timing

**Category Definition**: Speed, punctuality, and time management aspects of the experience.

##### J1.01 Wait Time

**Definition**: Time spent waiting for service to begin.

**Include**:
- Queue wait times
- Time past appointment
- Waiting to be served
- Delay before service starts

**Exclude**:
- Booking access difficulty (use A1.02)
- Service delivery speed (use J1.02)
- Resolution speed (use J4.03)

**Examples**:
- (+) "Seated immediately - no wait at all"
- (+) "Seen right at my appointment time"
- (-) "45 minutes past my appointment and still waiting"
- (-) "Hour-long wait just to be seen"

**Common Errors**:
- Confusing with A1.02 (Booking Access): A1.02 is getting the appointment; J1.01 is waiting at the appointment

##### J1.02 Service Speed

**Definition**: Time for delivery or completion of the service/product.

**Include**:
- Delivery speed
- How long the service took
- Production time
- Completion duration

**Exclude**:
- Resolution/fix speed (use J4.03)
- Wait before service (use J1.01)
- Response to inquiries (use J1.03)

**Examples**:
- (+) "Next day delivery - impressively fast"
- (+) "Completed the work in record time"
- (-) "Took three weeks to arrive"
- (-) "Service took way longer than quoted"

**Common Errors**:
- Confusing with J4.03 (Resolution Speed): J1.02 is initial delivery; J4.03 is fixing problems

##### J1.03 Response Time

**Definition**: Time to address inquiries, questions, or requests.

**Include**:
- Reply speed to messages
- Call back time
- Response to inquiries
- Time to answer questions

**Exclude**:
- Staff urgency demeanor (use P3.05)
- Service delivery (use J1.02)
- Wait at location (use J1.01)

**Examples**:
- (+) "Replied to my email in minutes"
- (+) "Called back within the hour as promised"
- (-) "Days to get any response"
- (-) "Waited on hold for an hour"

**Common Errors**:
- Confusing with P3.05 (Urgency): P3.05 is staff demeanor; J1.03 is actual time measurement

##### J1.04 Punctuality

**Definition**: Meeting scheduled times and appointments.

**Include**:
- Being on time
- Meeting schedules
- Arriving as promised
- Schedule adherence

**Exclude**:
- Consistency over time (use R2.02)
- Wait time (use J1.01)
- Service speed (use J1.02)

**Examples**:
- (+) "Always arrives exactly on time"
- (+) "Technician showed up at the scheduled time"
- (-) "Two hours late with no notice"
- (-) "Never on time - always running behind"

**Common Errors**:
- Confusing with R2.02 (Consistency): R2.02 is overall dependability pattern; J1.04 is schedule adherence

##### J1.05 Pacing

**Definition**: Appropriate speed of service - not too rushed or too slow.

**Include**:
- Service feels appropriately timed
- Not being rushed through
- Not dragging on
- Natural flow of timing

**Exclude**:
- Staff patience (use P1.04)
- Wait times (use J1.01)
- Service speed (use J1.02)

**Examples**:
- (+) "Perfect timing - never felt rushed"
- (+) "Let us enjoy our meal without hovering"
- (-) "Rushed us out like they needed the table"
- (-) "Dragged on forever - felt like it would never end"

**Common Errors**:
- Confusing with P1.04 (Patience): P1.04 is staff's patience with customer; J1.05 is timing of service delivery

---

#### J2: Ease

**Category Definition**: Effort required and friction encountered in the process.

##### J2.01 Simplicity

**Definition**: Straightforward, uncomplicated processes.

**Include**:
- Easy processes
- Simple procedures
- Uncomplicated steps
- Streamlined experience

**Exclude**:
- Interface navigation (use E2.04)
- Physical layout (use E1.03)
- Mental effort (use V3.02)

**Examples**:
- (+) "So easy to do - couldn't be simpler"
- (+) "Straightforward process from start to finish"
- (-) "Needlessly complicated - way too many steps"
- (-) "Why do they make it so hard?"

**Common Errors**:
- **J2 vs E2 Rule**: J2.01 = effort/friction in the process itself ("too many steps"). E2.04 = qualities of the digital interface ("buttons don't work").

##### J2.02 Navigation

**Definition**: Finding what's needed within a process or location.

**Include**:
- Finding things easily
- Locating information
- Following the process
- Getting to the right place

**Exclude**:
- Physical layout (use E1.03)
- Interface navigation (use E2.04)
- Signage quality (use E1.05)

**Examples**:
- (+) "Found exactly what I needed right away"
- (+) "Easy to navigate through the options"
- (-) "Couldn't find anything - totally lost"
- (-) "Took forever to figure out where to go"

**Common Errors**:
- Confusing with E2.04 (Interface Navigation): E2.04 is digital interface; J2.02 is process/location finding

##### J2.03 Paperwork/Forms

**Definition**: Documentation burden and form-filling requirements.

**Include**:
- Amount of paperwork
- Form complexity
- Documentation requirements
- Bureaucratic burden

**Exclude**:
- Mental effort (use V3.02)
- Process simplicity (use J2.01)
- Documentation provided (use O3.04)

**Examples**:
- (+) "Minimal paperwork - just a few fields"
- (+) "Quick online form took 2 minutes"
- (-) "Endless paperwork - filled out the same info five times"
- (-) "Mountains of forms to complete"

**Common Errors**:
- Confusing with V3.02 (Mental Effort): V3.02 is cognitive load; J2.03 is specifically paperwork burden

##### J2.04 Handoffs

**Definition**: Transitions between steps, people, or departments.

**Include**:
- Transfers between departments
- Handoff quality
- Transition smoothness
- Information passing between staff

**Exclude**:
- Proactive updates (use P4.03)
- Team dynamics issues (use CD-T causal)
- Resolution process (use J4.02)

**Examples**:
- (+) "Seamless transfer between departments"
- (+) "Next person knew exactly what was going on"
- (-) "Transferred to 4 departments - explained from scratch each time"
- (-) "Every handoff lost my information"

**Common Errors**:
- Confusing with J4.02 (Resolution Process): J4.02 is problem-fixing process; J2.04 is general handoff quality

##### J2.05 Self-Service

**Definition**: Customer autonomy and self-service options available.

**Include**:
- Online portals
- Self-checkout options
- DIY capabilities
- Autonomous options

**Exclude**:
- Digital functionality (use E2.02)
- Contact options (use A4.05)
- Staff availability (use P3.03)

**Examples**:
- (+) "Great online portal - did everything myself"
- (+) "Easy self-service kiosk"
- (-) "Forced to call for everything"
- (-) "No way to do anything online"

**Common Errors**:
- Confusing with E2.02 (Digital Functionality): E2.02 is whether features work; J2.05 is whether self-service exists

---

#### J3: Reliability

**Category Definition**: Consistency and predictability of the process.

##### J3.01 Consistency

**Definition**: Same result delivered each time - process-level consistency.

**Include**:
- Reliable outcomes each visit
- Consistent experience
- Same quality repeatedly
- Predictable results

**Exclude**:
- Product reliability (use O1.04)
- Organizational dependability (use R2.02)
- Order accuracy (use J3.02)

**Examples**:
- (+) "Always reliable - same great experience every time"
- (+) "Consistently excellent across many visits"
- (-) "Hit or miss quality - never know what you'll get"
- (-) "Totally inconsistent - varies wildly"

**Common Errors**:
- **Key Distinction**: J3.01 = process delivers same result each time. O1.04 = the product itself works consistently. "Pizza is always good" = J3.01. "Phone always connects" = O1.04.

##### J3.02 Accuracy

**Definition**: Correct execution of requests and orders.

**Include**:
- Order accuracy
- Correct fulfillment
- Request execution
- Right item/service delivered

**Exclude**:
- Specification match (use O4.01)
- Information accuracy (use P4.04)
- Error frequency (use J3.05)

**Examples**:
- (+) "Order exactly right - everything perfect"
- (+) "Got exactly what I asked for"
- (-) "Wrong items delivered"
- (-) "They messed up my order completely"

**Common Errors**:
- Confusing with O4.01 (Specification Match): J3.02 = "They made a mistake"; O4.01 = "This isn't right for me"

##### J3.03 Availability

**Definition**: System and service uptime - whether the service is accessible.

**Include**:
- System uptime
- Service availability
- Outages and downtime
- Platform accessibility

**Exclude**:
- Product functionality (use O1.01)
- Inventory availability (use A1.03)
- Staff availability (use P3.03)

**Examples**:
- (+) "Never goes down - always available"
- (+) "System is rock solid - never experienced an outage"
- (-) "Constant outages - can never access when I need it"
- (-) "Website was down for maintenance all weekend"

**Common Errors**:
- Confusing with O1.01 (Works/Doesn't Work): O1.01 = product is broken; J3.03 = service is unavailable

##### J3.04 Predictability

**Definition**: Expectations being matched - knowing what to expect.

**Include**:
- No surprises
- Expected outcomes
- Clear expectations met
- Known experience

**Exclude**:
- Pricing clarity (use V2.01)
- Process consistency (use J3.01)
- Communication clarity (use P4.01)

**Examples**:
- (+) "No surprises - exactly what I expected"
- (+) "Predictable experience every time"
- (-) "Never know what to expect"
- (-) "Completely different from what I was told"

**Common Errors**:
- Confusing with V2.01 (Pricing Clarity): V2.01 is about understanding costs; J3.04 is general predictability

##### J3.05 Error Rate

**Definition**: Frequency of mistakes and problems.

**Include**:
- How often mistakes happen
- Pattern of errors
- Frequency of issues
- Recurring problems

**Exclude**:
- Dependability pattern (use R2.02)
- Single accuracy issue (use J3.02)
- Consistency of quality (use J3.01)

**Examples**:
- (+) "Rarely makes mistakes - highly reliable"
- (+) "In dozens of orders, never a single error"
- (-) "Something wrong every single time"
- (-) "Constant mistakes - can't get it right"

**Common Errors**:
- Confusing with R2.02 (Consistency): R2.02 is overall dependability; J3.05 is specifically error frequency

---

#### J4: Resolution

**Category Definition**: How problems are handled when they arise.

##### J4.01 Problem Acknowledgment

**Definition**: Recognition that an issue exists - operational acknowledgment.

**Include**:
- Recognizing the problem
- Accepting there's an issue
- Confirming the complaint
- Noting the problem exists

**Exclude**:
- Admitting fault (use R3.01)
- Taking responsibility (use R3.05)
- Apology (use R3.02)

**Examples**:
- (+) "Immediately recognized there was a problem"
- (+) "Confirmed the issue right away"
- (-) "Denied there was any problem"
- (-) "Wouldn't even acknowledge the issue"

**Common Errors**:
- **Critical Distinction**: J4.01 = "Yes, there's a problem" (operational). R3.01 = "Yes, we were wrong" (accountability).

##### J4.02 Resolution Process

**Definition**: How problems are handled operationally.

**Include**:
- Steps to resolve
- Escalation process
- Handling procedures
- Fix workflow

**Exclude**:
- Staff problem-solving ability (use P2.03)
- Compensation offered (use R3.03)
- Resolution speed (use J4.03)

**Examples**:
- (+) "Clear escalation path to resolution"
- (+) "Smooth process to get it fixed"
- (-) "Transferred in circles - nobody could help"
- (-) "No process at all - just chaos"

**Common Errors**:
- Confusing with P2.03 (Problem-Solving): P2.03 is individual ability; J4.02 is organizational process

##### J4.03 Resolution Speed

**Definition**: Time taken to fix problems.

**Include**:
- Speed of fix
- How long to resolve
- Time to solution
- Fix turnaround

**Exclude**:
- Initial service speed (use J1.02)
- Response time (use J1.03)
- Resolution quality (use J4.04)

**Examples**:
- (+) "Fixed the same day"
- (+) "Problem resolved within hours"
- (-) "Took weeks to resolve"
- (-) "Still waiting after a month"

**Common Errors**:
- Confusing with J1.02 (Service Speed): J1.02 is initial delivery; J4.03 is problem-fixing speed

##### J4.04 Resolution Quality

**Definition**: Adequacy and completeness of the solution provided.

**Include**:
- Quality of the fix
- Completeness of resolution
- Whether issue is truly resolved
- Adequacy of solution

**Exclude**:
- Compensation (use R3.03)
- Prevention of recurrence (use J4.05)
- Scope completion (use O3.03)

**Examples**:
- (+) "Completely fixed - problem gone"
- (+) "Perfect solution that addressed everything"
- (-) "Band-aid fix that didn't last"
- (-) "Issue wasn't really resolved"

**Common Errors**:
- Confusing with R3.03 (Compensation): J4.04 = was it fixed? R3.03 = did they make amends?

##### J4.05 Prevention

**Definition**: Efforts to prevent the problem from recurring.

**Include**:
- Process changes made
- Steps to prevent recurrence
- Systemic fixes implemented
- Learning from issues

**Exclude**:
- Organizational improvement commitment (use R3.04)
- Resolution quality (use J4.04)
- Problem acknowledgment (use J4.01)

**Examples**:
- (+) "Changed their process so it won't happen again"
- (+) "Implemented safeguards to prevent future issues"
- (-) "Same issue happened again next visit"
- (-) "No effort to prevent recurrence"

**Common Errors**:
- Confusing with R3.04 (Improvement): J4.05 = process change made; R3.04 = organizational commitment to improve

---

#### J4 vs R3: Process vs Ownership

This is one of the most critical disambiguations in URT:

| Aspect | J4 (Resolution) | R3 (Recovery) |
|--------|-----------------|---------------|
| **Focus** | What they did to fix it | How they took responsibility |
| **Question** | Was the fix adequate? | Did they own it and make amends? |
| **Owner** | Operations | Leadership |

**Decision Guide**:
- Mechanics of fixing → J4
- Accountability and relationship repair → R3

| Example Span | Primary Code | Rationale |
|--------------|--------------|-----------|
| "They sent a replacement quickly" | J4.02/J4.03 | Process focus |
| "They sincerely apologized" | R3.02 | Accountability focus |
| "Owned their mistake" | R3.01 | Admitting fault |
| "Transferred me 4 times" | J4.02 | Process dysfunction |
| "Offered nothing for my trouble" | R3.03 | Compensation failure |

---

#### J Domain Common Errors Summary

| Error Pattern | Incorrect Code | Correct Code | Key Distinction |
|--------------|----------------|--------------|-----------------|
| "Booking was hard to get" | J1.01 | A1.02 | Getting appointment = A |
| "Interface was confusing" | J2.01 | E2.04 | Digital interface = E |
| "Product sometimes fails" | J3.01 | O1.04 | Product = O |
| "Website was down" | O1.01 | J3.03 | System availability = J |
| "They apologized" | J4.01 | R3.02 | Apology = R |
| "Never keeps promises" | J4 | R1.02 | Pattern = R |

---

#### Billing/Returns/Refunds Decision Table

| Feedback Type | Primary Code | Secondary | Rationale |
|---------------|--------------|-----------|-----------|
| "Returns process was easy" | J4.02 | -- | Resolution process ease |
| "Returns process was a nightmare" | J4.02 | -- | Resolution process friction |
| "Refund took too long" | J4.03 | -- | Resolution speed |
| "Refund policy is unfair" | V2.04 | -- | Terms fairness |
| "They refused to refund me" (trust framing) | R3.03 | V2.04 | Compensation failure |
| "Wrong amount refunded" | J3.02 | V1.04 | Accuracy + hidden costs |
| "They honored the warranty" | R2.05 | -- | Guarantee honor |
| "Charged me twice" | J3.02 | -- | Process accuracy |

---

### 3.4 Domain E: Environment

**Definition**: Physical, digital, and ambient context where the experience occurs.

**Core Question**: Is the space where the experience occurs functional, safe, and pleasant?

**Default Owner**: Facilities / IT

**Scope**:
- Physical spaces: cleanliness, maintenance, layout
- Digital spaces: interface design, functionality, performance
- Ambiance: atmosphere, noise, temperature
- Safety: physical safety, health, security

**NOT in Scope**:
- Staff behavior in the space (P domain)
- The product itself (O domain)
- Process friction (J domain)

---

#### E1: Physical Space

**Category Definition**: Tangible environment attributes of the physical space.

##### E1.01 Cleanliness

**Definition**: Hygiene, tidiness, and general cleanliness of the space.

**Include**:
- General cleanliness
- Tidiness of space
- Hygiene appearance
- Clean facilities

**Exclude**:
- Sanitation protocols (use E4.02)
- Maintenance issues (use E1.02)
- Staff appearance (use P2.04)

**Examples**:
- (+) "Spotless facilities - incredibly clean"
- (+) "Immaculately maintained space"
- (-) "Filthy bathrooms - disgusting"
- (-) "Dirty tables and floors everywhere"

**Common Errors**:
- Confusing with E4.02 (Health/Hygiene): E1.01 = general tidiness; E4.02 = sanitation protocols and food safety

##### E1.02 Maintenance

**Definition**: Condition and upkeep of equipment and facilities.

**Include**:
- Working equipment
- Maintained facilities
- Repairs needed/done
- Functional amenities

**Exclude**:
- Product functionality (use O1.01)
- Equipment quality (use E1.04)
- Cleanliness (use E1.01)

**Examples**:
- (+) "Everything works perfectly - well maintained"
- (+) "Clearly take pride in upkeep"
- (-) "Broken equipment everywhere"
- (-) "Half the machines don't work"

**Common Errors**:
- Confusing with O1.01 (Product Function): E1.02 = facility equipment; O1.01 = the product you're buying

##### E1.03 Layout/Design

**Definition**: Functional arrangement and design of the physical space.

**Include**:
- Space arrangement
- Functional design
- Layout effectiveness
- Space organization

**Exclude**:
- Process navigation (use J2.02)
- Signage (use E1.05)
- Aesthetics (use E3.05)

**Examples**:
- (+) "Well-designed layout - easy to navigate"
- (+) "Thoughtful space arrangement"
- (-) "Confusing layout - got lost immediately"
- (-) "Poorly designed space - awkward flow"

**Common Errors**:
- Confusing with J2.02 (Navigation): J2.02 = finding things in a process; E1.03 = physical space design

##### E1.04 Equipment

**Definition**: Tools, machines, and amenities available in the space.

**Include**:
- Quality of equipment
- Modernity of machines
- Available amenities
- Tool condition

**Exclude**:
- Product performance (use O1.02)
- Equipment maintenance (use E1.02)
- Digital interface (use E2)

**Examples**:
- (+) "Modern, high-quality equipment throughout"
- (+) "State-of-the-art machines"
- (-) "Outdated equipment from the 90s"
- (-) "Cheap, worn-out machines"

**Common Errors**:
- Confusing with O1.02 (Product Performance): E1.04 = facility equipment quality; O1.02 = product performance

##### E1.05 Signage

**Definition**: Navigation aids, signs, and directional information.

**Include**:
- Directional signs
- Information displays
- Wayfinding aids
- Posted instructions

**Exclude**:
- Location accessibility (use A4.01)
- Emergency signage (use E4.05)
- Interface navigation (use E2.04)

**Examples**:
- (+) "Clear signs everywhere - easy to find anything"
- (+) "Excellent wayfinding throughout"
- (-) "No signs anywhere - completely lost"
- (-) "Confusing and contradictory signage"

**Common Errors**:
- Confusing with A4.01 (Location): A4.01 = where the business is; E1.05 = signage within the space

---

#### E2: Digital Space

**Category Definition**: Online and application interface characteristics.

##### E2.01 Interface Design

**Definition**: Visual and interaction quality of digital interfaces.

**Include**:
- Visual design quality
- UI appearance
- Layout of interface
- Aesthetic appeal of digital

**Exclude**:
- Product presentation (use O2.03)
- Interface functionality (use E2.02)
- Interface speed (use E2.03)

**Examples**:
- (+) "Beautiful app design - clean and modern"
- (+) "Gorgeous interface - pleasure to use"
- (-) "Cluttered mess - ugly design"
- (-) "Looks like it was made in 2005"

**Common Errors**:
- Confusing with O2.03 (Product Presentation): O2.03 = product aesthetics; E2.01 = interface aesthetics

##### E2.02 Functionality

**Definition**: Whether digital features work correctly.

**Include**:
- Buttons working
- Features functioning
- App capabilities working
- Website features operational

**Exclude**:
- Product functionality (use O1.01)
- Interface speed (use E2.03)
- System availability (use J3.03)

**Examples**:
- (+) "Everything works perfectly - no bugs"
- (+) "All features function as expected"
- (-) "Buttons don't work - totally broken"
- (-) "Half the features are buggy"

**Common Errors**:
- Confusing with O1.01 (Works/Doesn't Work): O1.01 = core product; E2.02 = app/interface features

##### E2.03 Performance

**Definition**: Speed and responsiveness of digital interfaces.

**Include**:
- App/website speed
- Loading times
- Responsiveness
- Interface lag

**Exclude**:
- Product performance (use O1.02)
- System uptime (use J3.03)
- Interface design (use E2.01)

**Examples**:
- (+) "Lightning fast - pages load instantly"
- (+) "Incredibly responsive interface"
- (-) "Painfully slow - takes forever to load"
- (-) "Laggy and unresponsive"

**Common Errors**:
- **Key Rule**: E2.03 = the interface/app is slow. O1.02 = the core product performs poorly ("car accelerates slowly").

##### E2.04 Navigation

**Definition**: Ease of finding things within digital interfaces.

**Include**:
- Menu structure
- Finding features
- Digital wayfinding
- Information architecture

**Exclude**:
- Process simplicity (use J2.01)
- Physical navigation (use E1.03)
- Interface design (use E2.01)

**Examples**:
- (+) "Intuitive menus - found everything easily"
- (+) "Excellent navigation - nothing is hidden"
- (-) "Buried 5 menus deep"
- (-) "Impossible to find basic features"

**Common Errors**:
- **J2 vs E2 Rule**: E2.04 = interface navigation specifically. J2.01 = process simplicity generally.

##### E2.05 Mobile Experience

**Definition**: Smartphone optimization and mobile usability.

**Include**:
- Mobile-specific issues
- Phone optimization
- Responsive design
- Mobile app quality

**Exclude**:
- Digital accessibility (use A2.05)
- General functionality (use E2.02)
- Interface design (use E2.01)

**Examples**:
- (+) "Works great on my phone"
- (+) "Perfect mobile experience"
- (-) "Completely unusable on mobile"
- (-) "Buttons are tiny, text overlaps on phone"

**Common Errors**:
- Confusing with A2.05 (Digital Accessibility): A2.05 = assistive technology support; E2.05 = mobile optimization

---

#### E3: Ambiance

**Category Definition**: Intangible environmental qualities affecting mood and comfort.

##### E3.01 Atmosphere/Vibe

**Definition**: Overall mood and feel of the space.

**Include**:
- Overall vibe
- Mood of space
- General atmosphere
- Feel of the environment

**Exclude**:
- Staff attitude (use P1)
- Aesthetics (use E3.05)
- Specific elements like noise (use E3.02)

**Examples**:
- (+) "Calm and relaxing atmosphere"
- (+) "Great vibe - felt welcoming"
- (-) "Stressful, chaotic environment"
- (-) "Depressing atmosphere"

**Common Errors**:
- Confusing with P1 (Attitude): P1 is staff demeanor; E3.01 is the overall space vibe

##### E3.02 Noise Level

**Definition**: Sound environment and acoustic qualities.

**Include**:
- Volume levels
- Background noise
- Acoustic quality
- Sound environment

**Exclude**:
- Comfort in general (use E4.04)
- Atmosphere overall (use E3.01)
- Equipment noise (use E1.02)

**Examples**:
- (+) "Pleasantly quiet - could have conversations"
- (+) "Great acoustics, not too loud"
- (-) "Deafening noise - couldn't hear ourselves"
- (-) "Music was way too loud"

**Common Errors**:
- Confusing with E3.01 (Atmosphere): E3.01 is general vibe; E3.02 is specifically about sound

##### E3.03 Temperature/Climate

**Definition**: Thermal comfort and climate control.

**Include**:
- Temperature
- Heating/cooling
- Climate comfort
- Thermal environment

**Exclude**:
- General comfort (use E4.04)
- Atmosphere (use E3.01)
- Equipment (use E1.02)

**Examples**:
- (+) "Perfect temperature - very comfortable"
- (+) "Great climate control"
- (-) "Freezing cold - couldn't enjoy the meal"
- (-) "Way too hot - no AC"

**Common Errors**:
- Confusing with E4.04 (Comfort): E4.04 is general physical comfort; E3.03 is specifically temperature

##### E3.04 Crowding

**Definition**: Density, personal space, and capacity management.

**Include**:
- How crowded it feels
- Personal space
- Density of people
- Capacity relative to crowd

**Exclude**:
- Capacity availability (use A1.03)
- Layout design (use E1.03)
- Atmosphere (use E3.01)

**Examples**:
- (+) "Plenty of room - never felt crowded"
- (+) "Well-spaced, comfortable density"
- (-) "Packed like sardines"
- (-) "So crowded you couldn't move"

**Common Errors**:
- Confusing with A1.03 (Capacity): A1.03 = availability of spots; E3.04 = feeling of crowdedness

##### E3.05 Aesthetics

**Definition**: Beauty and visual appeal of the space.

**Include**:
- Decor and design
- Visual beauty
- Artistic elements
- Space attractiveness

**Exclude**:
- Product presentation (use O2.03)
- Interface design (use E2.01)
- Layout function (use E1.03)

**Examples**:
- (+) "Beautiful decor - stunning space"
- (+) "Gorgeous restaurant - Instagram-worthy"
- (-) "Depressing, ugly space"
- (-) "Tired decor - needs updating"

**Common Errors**:
- Confusing with O2.03 (Product Presentation): O2.03 = product aesthetics; E3.05 = space aesthetics

---

#### E4: Safety

**Category Definition**: Security and wellbeing factors in the environment.

##### E4.01 Physical Safety

**Definition**: Protection from physical harm.

**Include**:
- Feeling safe from harm
- Hazard-free environment
- Physical protection
- Danger prevention

**Exclude**:
- Physical accessibility (use A2.01)
- Security of property (use E4.03)
- Health/sanitation (use E4.02)

**Examples**:
- (+) "Felt completely safe the entire time"
- (+) "No safety hazards - well managed"
- (-) "Dangerous conditions - felt unsafe"
- (-) "Tripping hazards everywhere"

**Common Errors**:
- Confusing with A2.01 (Physical Accessibility): A2.01 = disability accommodation; E4.01 = safety from harm

##### E4.02 Health/Hygiene

**Definition**: Sanitation standards and health protocols.

**Include**:
- Food safety protocols
- Sanitation standards
- Health measures
- Hygiene practices

**Exclude**:
- General cleanliness (use E1.01)
- Staff professionalism (use P2.04)
- Physical safety (use E4.01)

**Examples**:
- (+) "Strict hygiene protocols - very reassuring"
- (+) "Impeccable food safety standards"
- (-) "Staff not wearing gloves handling food"
- (-) "Questionable hygiene practices"

**Common Errors**:
- Confusing with E1.01 (Cleanliness): E1.01 = general tidiness; E4.02 = health/sanitation protocols

##### E4.03 Security

**Definition**: Protection of person and property.

**Include**:
- Property security
- Personal security
- Data security (physical)
- Theft prevention

**Exclude**:
- Physical safety (use E4.01)
- Trust in organization (use R1)
- Privacy policies (use V2.04)

**Examples**:
- (+) "Secure facility - felt protected"
- (+) "Great security measures in place"
- (-) "Things were stolen from my car"
- (-) "No security - felt vulnerable"

**Common Errors**:
- **Data Privacy/Security Rule**: Security incident = E4.03. "I don't trust them with my data" = R1.03/R1.04. Privacy policy = V2.04.

##### E4.04 Comfort

**Definition**: Physical ease and wellbeing in the space.

**Include**:
- Seating comfort
- Physical comfort
- Ergonomic quality
- Bodily ease

**Exclude**:
- Temperature (use E3.03)
- Atmosphere (use E3.01)
- Crowding (use E3.04)

**Examples**:
- (+) "Comfortable seating - could sit for hours"
- (+) "Ergonomic and supportive"
- (-) "Torture chairs - my back hurt"
- (-) "Incredibly uncomfortable seating"

**Common Errors**:
- Confusing with E3 (Ambiance): E4.04 = physical comfort of furniture/seating; E3 = environmental qualities

##### E4.05 Emergency Readiness

**Definition**: Preparedness for incidents and emergencies.

**Include**:
- Emergency exits
- Safety equipment
- Emergency procedures
- Preparedness measures

**Exclude**:
- Signage (use E1.05)
- Physical safety (use E4.01)
- Security (use E4.03)

**Examples**:
- (+) "Clear emergency exits marked"
- (+) "Fire extinguishers and first aid visible"
- (-) "No visible safety measures"
- (-) "Emergency exits blocked"

**Common Errors**:
- Confusing with E1.05 (Signage): E1.05 = general signage; E4.05 = emergency preparedness specifically

---

#### E Domain Common Errors Summary

| Error Pattern | Incorrect Code | Correct Code | Key Distinction |
|--------------|----------------|--------------|-----------------|
| "Product was ugly" | E3.05 | O2.03 | Product = O |
| "App crashed" | E1.02 | E2.02 | Digital = E2 |
| "Website slow" | O1.02 | E2.03 | Interface = E2 |
| "Staff wasn't wearing gloves" | E1.01 | E4.02 | Sanitation = E4.02 |
| "Screen reader doesn't work" | E2.05 | A2.05 | Accessibility = A |
| "Too many steps online" | E2.04 | J2.01 | Process = J |

---

#### Data Privacy/Security Decision Table

| Feedback Type | Primary Code | Secondary | Rationale |
|---------------|--------------|-----------|-----------|
| "Security incident occurred" | E4.03 | -- | Security breach |
| "I don't trust them with my data" | R1.03 or R1.04 | E4.03 | Trust + security |
| "Data breach notification" | E4.03 | R1.03 | Security + transparency |
| "Privacy policy concerns" | V2.04 | R1.04 | Terms + ethics |
| "Account was hacked" | E4.03 | -- | Security failure |
| "They sell my data" | R1.04 | V2.04 | Ethics + terms |

---

### 3.5 Domain A: Access

**Definition**: Availability, accessibility, and inclusivity - whether everyone can participate fully.

**Core Question**: Can everyone who wants to participate do so fully and fairly?

**Default Owner**: Compliance / Design

**Scope**:
- Availability: hours, booking, inventory, staffing
- Accessibility: disability accommodations (physical, visual, hearing, cognitive, digital)
- Inclusivity: language, culture, dietary, family, equal treatment
- Convenience: location, parking, transit, payment, contact options

**NOT in Scope**:
- Wait times at appointment (J domain)
- Staff behavior (P domain)
- Digital interface design (E domain)

---

#### A Domain Disambiguation

The Access domain covers three distinct concerns:

| Category | Focus | Key Question | Example |
|----------|-------|--------------|---------|
| **A1/A4** | Operational convenience | Can I get there, book it, reach it? | "Hard to park," "Never in stock" |
| **A2** | Disability/ability barriers | Can people with disabilities use it? | "No wheelchair ramp" |
| **A3** | Cultural/social inclusion | Does it work for diverse backgrounds? | "English only," "Felt discriminated against" |

---

#### A1: Availability

**Category Definition**: Can you get the service when you need it?

##### A1.01 Operating Hours

**Definition**: When the service is accessible.

**Include**:
- Business hours
- Hours of operation
- When they're open
- Schedule availability

**Exclude**:
- Staff availability during hours (use P3.03)
- Booking access (use A1.02)
- System uptime (use J3.03)

**Examples**:
- (+) "Open 24/7 - perfect for my schedule"
- (+) "Great extended hours on weekends"
- (-) "Banker's hours only - impossible for working people"
- (-) "Only open 9-5 when everyone's at work"

**Common Errors**:
- Confusing with P3.03 (Staff Availability): A1.01 = business hours; P3.03 = staff present during hours

##### A1.02 Booking Access

**Definition**: Ability to schedule appointments or reservations.

**Include**:
- Appointment availability
- Reservation ability
- Scheduling ease
- Getting an appointment

**Exclude**:
- Wait time at appointment (use J1.01)
- Online booking interface (use E2.02)
- Response time (use J1.03)

**Examples**:
- (+) "Easy online booking - got an appointment quickly"
- (+) "Plenty of availability when I needed it"
- (-) "3-month wait just to get an appointment"
- (-) "Impossible to book - always full"

**Common Errors**:
- **Key Distinction**: A1.02 = getting the appointment. J1.01 = waiting at the appointment.

##### A1.03 Inventory/Capacity

**Definition**: Product or service availability - whether it's in stock.

**Include**:
- Stock availability
- Capacity availability
- Service slots available
- Product in stock

**Exclude**:
- Feature availability (use O3.02)
- Crowding feeling (use E3.04)
- Staffing levels (use A1.04)

**Examples**:
- (+) "Always in stock - never disappointed"
- (+) "Plenty of capacity - got in immediately"
- (-) "Perpetually sold out"
- (-) "Never have what I'm looking for"

**Common Errors**:
- Confusing with O3.02 (Feature Availability): O3.02 = features exist but unavailable; A1.03 = physical stock

##### A1.04 Staffing Levels

**Definition**: Adequate personnel available to serve customers.

**Include**:
- Number of staff
- Staffing adequacy
- Personnel availability
- Team size

**Exclude**:
- Individual staff availability (use P3.03)
- Wait time caused by understaffing (use J1.01 primary)
- Staff quality (use P2)

**Examples**:
- (+) "Plenty of staff - well-staffed operation"
- (+) "Always enough people to help"
- (-) "Severely understaffed - one person for everything"
- (-) "Not enough staff to handle the crowd"

**Common Errors**:
- **Causal Relationship**: If "long wait because understaffed," primary = J1.01 (Wait), secondary = A1.04 (Staffing)

##### A1.05 Geographic Reach

**Definition**: Service area coverage - whether they serve your location.

**Include**:
- Delivery area
- Service coverage
- Geographic availability
- Area served

**Exclude**:
- Location convenience (use A4.01)
- Availability of service (use A1.03)
- Hours of operation (use A1.01)

**Examples**:
- (+) "Serves my area - convenient coverage"
- (+) "Wide delivery range"
- (-) "Doesn't serve my neighborhood"
- (-) "Outside their coverage area"

**Common Errors**:
- Confusing with A4.01 (Location): A4.01 = how convenient to reach; A1.05 = whether they serve the area

---

#### A2: Accessibility (Ability-Based)

**Category Definition**: Can everyone use it regardless of ability or disability?

##### A2.01 Physical Accessibility

**Definition**: Mobility accommodations for people with physical disabilities.

**Include**:
- Wheelchair access
- Ramps and elevators
- Mobility accommodations
- Physical barrier removal

**Exclude**:
- Physical safety (use E4.01)
- Layout design (use E1.03)
- Comfort (use E4.04)

**Examples**:
- (+) "Fully wheelchair accessible - ramps and elevators"
- (+) "Great mobility accommodations throughout"
- (-) "No ramps or elevators - stairs only"
- (-) "Not accessible for wheelchair users"

**Common Errors**:
- Confusing with E4.01 (Physical Safety): E4.01 = safety from harm; A2.01 = disability access

##### A2.02 Visual Accessibility

**Definition**: Accommodations for people with visual impairments.

**Include**:
- Braille signage
- Large print options
- High contrast
- Visual accommodation

**Exclude**:
- Interface design (use E2.01)
- Digital accessibility (use A2.05)
- Signage quality (use E1.05)

**Examples**:
- (+) "Braille menus available"
- (+) "Large print options for everything"
- (-) "No accommodations for visually impaired"
- (-) "Impossible to read for low vision"

**Common Errors**:
- Confusing with A2.05 (Digital Accessibility): A2.02 = physical visual aids; A2.05 = screen readers etc.

##### A2.03 Hearing Accessibility

**Definition**: Accommodations for people with hearing impairments.

**Include**:
- Captions
- Sign language
- Hearing loop
- Audio accommodations

**Exclude**:
- Digital functionality (use E2.02)
- Noise levels (use E3.02)
- Communication clarity (use P4.01)

**Examples**:
- (+) "Captions available on all videos"
- (+) "Sign language interpreter provided"
- (-) "No transcripts available"
- (-) "Videos without captions"

**Common Errors**:
- Confusing with E3.02 (Noise Level): E3.02 = ambient noise; A2.03 = hearing accessibility features

##### A2.04 Cognitive Accessibility

**Definition**: Accommodations for people with cognitive or learning differences.

**Include**:
- Plain language
- Simple instructions
- Clear communication
- Cognitive accommodations

**Exclude**:
- Process simplicity (use J2.01)
- Communication clarity (use P4.01)
- Interface navigation (use E2.04)

**Examples**:
- (+) "Clear, simple language throughout"
- (+) "Easy to understand instructions"
- (-) "Unnecessarily complex - not accessible"
- (-) "Confusing for people with learning differences"

**Common Errors**:
- Confusing with J2.01 (Simplicity): J2.01 = general process ease; A2.04 = cognitive accessibility specifically

##### A2.05 Digital Accessibility

**Definition**: Assistive technology support in digital interfaces.

**Include**:
- Screen reader compatibility
- WCAG compliance
- Assistive technology support
- Alt text quality

**Exclude**:
- Mobile experience (use E2.05)
- Interface functionality (use E2.02)
- Interface design (use E2.01)

**Examples**:
- (+) "Works perfectly with my screen reader"
- (+) "WCAG compliant - fully accessible"
- (-) "Screen reader can't interpret the buttons"
- (-) "Completely inaccessible for blind users"

**Common Errors**:
- **Key Distinction**: A2.05 = assistive technology (screen readers, etc.). E2.05 = mobile phone optimization.

---

#### A3: Inclusivity (Culture/Identity-Based)

**Category Definition**: Does it work for people from diverse backgrounds?

##### A3.01 Language Support

**Definition**: Multiple language options and language accessibility.

**Include**:
- Staff language ability
- Translated materials
- Language options
- Multilingual support

**Exclude**:
- Staff knowledge (use P2.01)
- Communication clarity (use P4.01)
- Cultural sensitivity (use A3.02)

**Examples**:
- (+) "Staff spoke my language fluently"
- (+) "Materials available in multiple languages"
- (-) "English only - no help for non-English speakers"
- (-) "No signs or menus in my language"

**Common Errors**:
- Confusing with P2.01 (Knowledge): P2.01 = product knowledge; A3.01 = language capability

##### A3.02 Cultural Sensitivity

**Definition**: Respect for cultural backgrounds and customs.

**Include**:
- Understanding customs
- Cultural awareness
- Respecting traditions
- Cultural accommodation

**Exclude**:
- General respect (use P1.02)
- Discrimination (use A3.05)
- Religious accommodations (use A3.03)

**Examples**:
- (+) "Understood and respected our customs"
- (+) "Culturally aware and sensitive"
- (-) "Insensitive comments about my culture"
- (-) "No awareness of cultural differences"

**Common Errors**:
- Confusing with P1.02 (Respect): P1.02 = general respect; A3.02 = cultural awareness specifically

##### A3.03 Dietary/Medical

**Definition**: Accommodations for dietary restrictions and medical needs.

**Include**:
- Food allergies
- Dietary restrictions
- Medical accommodations
- Health-related needs

**Exclude**:
- Product flexibility (use O4.03)
- Menu options (use O3.02)
- Health safety (use E4.02)

**Examples**:
- (+) "Handled my allergies perfectly"
- (+) "Great vegetarian options"
- (-) "No options for dietary restrictions"
- (-) "Couldn't accommodate my allergy"

**Common Errors**:
- Confusing with O4.03 (Flexibility): O4.03 = general modifications; A3.03 = dietary/medical specifically

##### A3.04 Family Friendly

**Definition**: Accommodation for children and families.

**Include**:
- Kid-friendly options
- Family accommodations
- Children's needs
- Family facilities

**Exclude**:
- Atmosphere (use E3.01)
- Safety (use E4.01)
- Noise (use E3.02)

**Examples**:
- (+) "Great for kids - family-friendly"
- (+) "Excellent children's facilities"
- (-) "Not child-friendly at all"
- (-) "No accommodations for families"

**Common Errors**:
- Confusing with E3.01 (Atmosphere): E3.01 = general vibe; A3.04 = family-specific accommodation

##### A3.05 Equal Treatment

**Definition**: Non-discrimination and equal treatment regardless of identity.

**Include**:
- Discrimination experiences
- Equal treatment
- Bias-based treatment
- Identity-based differential treatment

**Exclude**:
- General respect (use P1.02)
- Cultural sensitivity (use A3.02)
- Fair dealing (use R1.05)

**Examples**:
- (+) "Treated exactly the same as everyone else"
- (+) "No differential treatment - felt welcome"
- (-) "Felt discriminated against because of how I looked"
- (-) "Clearly treated differently than other customers"

**Common Errors**:
- **Key Distinction**: Use A3.05 when identity-based discrimination is perceived ("treated differently because of X"). Use P1.02 for general disrespect without identity framing.

---

#### A4: Convenience

**Category Definition**: Is it easy to reach and engage with?

##### A4.01 Location

**Definition**: Physical accessibility and convenience of location.

**Include**:
- Location convenience
- Easy to get to
- Geographic convenience
- Physical location

**Exclude**:
- Geographic reach (use A1.05)
- Parking (use A4.02)
- Transit (use A4.03)

**Examples**:
- (+) "Convenient location - easy to get to"
- (+) "Right in the center of town"
- (-) "Middle of nowhere - hard to find"
- (-) "Terrible location - not convenient"

**Common Errors**:
- Confusing with A1.05 (Geographic Reach): A1.05 = whether they serve your area; A4.01 = how convenient the location is

##### A4.02 Parking

**Definition**: Vehicle accommodation and parking availability.

**Include**:
- Parking availability
- Parking convenience
- Parking cost
- Parking ease

**Exclude**:
- Security of parking (use E4.03)
- Location (use A4.01)
- Transit (use A4.03)

**Examples**:
- (+) "Easy free parking right in front"
- (+) "Plenty of parking spaces"
- (-) "Parking nightmare - impossible to find spots"
- (-) "Expensive parking adds to cost"

**Common Errors**:
- Confusing with E4.03 (Security): E4.03 = safety of parked car; A4.02 = availability of parking

##### A4.03 Transit Access

**Definition**: Public transportation options for accessing the business.

**Include**:
- Public transit access
- Bus/train proximity
- Transportation options
- Transit convenience

**Exclude**:
- Location (use A4.01)
- Parking (use A4.02)
- Geographic reach (use A1.05)

**Examples**:
- (+) "Right by the subway - easy transit access"
- (+) "Multiple bus lines stop here"
- (-) "No transit options - car required"
- (-) "Far from any public transportation"

**Common Errors**:
- Confusing with A4.01 (Location): A4.01 = general location convenience; A4.03 = transit specifically

##### A4.04 Payment Options

**Definition**: Available methods for payment.

**Include**:
- Payment methods accepted
- Credit card options
- Digital payment
- Payment flexibility

**Exclude**:
- Payment flexibility terms (use V1.05)
- Contact options (use A4.05)
- Self-service (use J2.05)

**Examples**:
- (+) "Takes all payment methods"
- (+) "Apple Pay, cards, everything accepted"
- (-) "Cash only - no cards"
- (-) "Limited payment options"

**Common Errors**:
- Confusing with V1.05 (Payment Flexibility): V1.05 = payment terms/financing; A4.04 = payment methods

##### A4.05 Contact Options

**Definition**: Ways to reach and communicate with the business.

**Include**:
- Contact methods available
- Communication channels
- Ways to reach them
- Multi-channel options

**Exclude**:
- Self-service (use J2.05)
- Response time (use J1.03)
- Staff availability (use P3.03)

**Examples**:
- (+) "Chat, phone, email - all options available"
- (+) "Easy to reach through multiple channels"
- (-) "Phone only - and always on hold"
- (-) "No way to contact them online"

**Common Errors**:
- Confusing with J2.05 (Self-Service): J2.05 = doing things yourself; A4.05 = reaching the business

---

#### A Domain Common Errors Summary

| Error Pattern | Incorrect Code | Correct Code | Key Distinction |
|--------------|----------------|--------------|-----------------|
| "Waited an hour at appointment" | A1.02 | J1.01 | Waiting there = J |
| "App doesn't work with screen reader" | E2.02 | A2.05 | Accessibility = A |
| "Staff didn't speak English" | P2.01 | A3.01 | Language = A |
| "Rude to me specifically" | A3.05 | P1.02 | No identity = P |
| "Crowded and uncomfortable" | A1.03 | E3.04 | Feeling crowded = E |
| "Good vegetarian options" | O4.03 | A3.03 | Dietary = A |

---

### 3.6 Domain V: Value

**Definition**: Cost, pricing, worth, and the fairness of the exchange.

**Core Question**: Is what I'm giving up fair for what I'm getting?

**Default Owner**: Finance / Pricing

**Scope**:
- Price: absolute cost, expectations, market comparison, hidden costs
- Transparency: pricing clarity, fee disclosure, advertising accuracy, terms
- Effort: time, mental load, physical effort, hassle, opportunity cost
- Worth: overall value, quality-price ratio, satisfaction, recommendation

**NOT in Scope**:
- Organizational ethics/trust patterns (R domain)
- Process friction (J domain)
- Product quality itself (O domain)

---

#### V vs R: The Critical Distinction

This is one of the most important disambiguations in URT:

| If the complaint is about... | Use Domain |
|------------------------------|------------|
| The exchange itself (what I got vs. what I paid) | **V** (Value) |
| Their intent to deceive or organizational character | **R** (Relationship) |

**Criminal metaphor mapping**:
| Word/Phrase | Domain | Reasoning |
|-------------|--------|-----------|
| "scam," "fraud," "crooks" | R1.04 | Character judgment |
| "rip-off," "robbery," "highway robbery" | V4.01 | Exchange complaint |
| "overpriced" | V1.01 or V4.02 | Price/value complaint |

---

#### V1: Price

**Category Definition**: The monetary cost of the product or service.

##### V1.01 Absolute Price

**Definition**: The actual cost itself - is it expensive or cheap?

**Include**:
- Raw price level
- Cost magnitude
- Expensive/affordable assessments
- Price itself

**Exclude**:
- Quality-price ratio (use V4.02)
- Comparison to competitors (use V1.03)
- Hidden costs (use V1.04)

**Examples**:
- (+) "Very affordable prices"
- (+) "Reasonable cost for the area"
- (-) "Outrageously expensive"
- (-) "$25 for a basic salad is ridiculous"

**Common Errors**:
- Confusing with V4.02 (Quality-Price Ratio): V4.02 includes quality assessment; V1.01 is price alone

##### V1.02 Price vs Expectation

**Definition**: How the price compared to what was anticipated.

**Include**:
- Sticker shock
- Better than expected
- Surprising price
- Expectation vs reality

**Exclude**:
- Pricing clarity (use V2.01)
- Market comparison (use V1.03)
- Hidden costs (use V1.04)

**Examples**:
- (+) "Cheaper than I expected"
- (+) "Pleasant surprise on the bill"
- (-) "Major sticker shock"
- (-) "Way more expensive than I thought"

**Common Errors**:
- Confusing with V2.01 (Pricing Clarity): V2.01 = understanding the price; V1.02 = price vs expectations

##### V1.03 Price vs Market

**Definition**: Comparison to competitor pricing.

**Include**:
- Competitor comparison
- Market positioning
- Relative pricing
- Industry comparison

**Exclude**:
- Overall value (use V4.01)
- Absolute price (use V1.01)
- Quality-price ratio (use V4.02)

**Examples**:
- (+) "Best prices in the area"
- (+) "Much cheaper than competitors"
- (-) "Way overpriced compared to alternatives"
- (-) "Competitors charge half as much"

**Common Errors**:
- Confusing with V4.01 (Overall Value): V1.03 = competitor price comparison; V4.01 = total value assessment

##### V1.04 Hidden Costs

**Definition**: Unexpected or undisclosed charges.

**Include**:
- Surprise fees
- Undisclosed charges
- Unexpected costs
- Add-on fees

**Exclude**:
- Fee disclosure (use V2.02)
- Terms fairness (use V2.04)
- Absolute price (use V1.01)

**Examples**:
- (+) "No hidden fees - price as quoted"
- (+) "Transparent pricing, no surprises"
- (-) "Surprise $50 charge at checkout"
- (-) "$15 'service fee' that wasn't mentioned"

**Common Errors**:
- **Distinction**: V1.04 = the charge itself. V2.02 = the disclosure failure.

##### V1.05 Payment Flexibility

**Definition**: Terms and options for payment.

**Include**:
- Financing options
- Payment plans
- Payment terms
- Credit options

**Exclude**:
- Payment methods (use A4.04)
- Pricing clarity (use V2.01)
- Terms fairness (use V2.04)

**Examples**:
- (+) "Great financing options available"
- (+) "Flexible payment plans"
- (-) "All upfront required - no payment plans"
- (-) "Rigid payment terms"

**Common Errors**:
- Confusing with A4.04 (Payment Options): A4.04 = what methods accepted; V1.05 = payment terms/financing

---

#### V2: Transparency

**Category Definition**: Clarity and honesty about costs and terms.

##### V2.01 Pricing Clarity

**Definition**: Understanding what costs what.

**Include**:
- Clear pricing
- Easy to understand costs
- Price transparency
- Clear price list

**Exclude**:
- Predictability (use J3.04)
- Hidden costs (use V1.04)
- Fee disclosure (use V2.02)

**Examples**:
- (+) "Clear price list - easy to understand"
- (+) "Transparent pricing structure"
- (-) "Impossible to understand the pricing"
- (-) "Confusing cost structure"

**Common Errors**:
- Confusing with J3.04 (Predictability): J3.04 = general predictability; V2.01 = pricing clarity specifically

##### V2.02 Fee Disclosure

**Definition**: Upfront disclosure of all charges and fees.

**Include**:
- Disclosing all fees
- Transparency about charges
- Upfront about costs
- Full disclosure

**Exclude**:
- Hidden costs (use V1.04)
- Pricing clarity (use V2.01)
- Terms fairness (use V2.04)

**Examples**:
- (+) "Full disclosure of all fees upfront"
- (+) "Every charge explained in advance"
- (-) "Fees hidden in fine print"
- (-) "Didn't tell me about extra charges"

**Common Errors**:
- **Distinction**: V2.02 = the disclosure (or lack thereof). V1.04 = the surprise cost itself.

##### V2.03 Advertising Accuracy

**Definition**: Whether marketing matches reality.

**Include**:
- Advertising vs reality
- Marketing accuracy
- Promotional honesty
- Ads matching product

**Exclude**:
- Truthfulness as character (use R1.01)
- Honest representation (use V2.05)
- Terms fairness (use V2.04)

**Examples**:
- (+) "Exactly as advertised"
- (+) "Marketing matched the experience"
- (-) "Total bait and switch"
- (-) "Photos nothing like reality"

**Common Errors**:
- Confusing with R1.01 (Truthfulness): V2.03 = advertising specifically; R1.01 = organizational honesty pattern

##### V2.04 Terms Fairness

**Definition**: Reasonableness of contracts, policies, and terms.

**Include**:
- Policy fairness
- Contract terms
- Return policies
- Cancellation policies

**Exclude**:
- Fair dealing (use R1.05)
- Fee disclosure (use V2.02)
- Ethics (use R1.04)

**Examples**:
- (+) "Fair cancellation policy"
- (+) "Reasonable terms and conditions"
- (-) "Predatory contract terms"
- (-) "Criminal cancellation policy - lose 50% for any reason"

**Common Errors**:
- Confusing with R1.05 (Fair Dealing): V2.04 = specific policy terms; R1.05 = equitable treatment pattern

##### V2.05 Honest Representation

**Definition**: Truthful claims and representations about the product/service.

**Include**:
- Accurate descriptions
- Truthful claims
- Honest representation
- Not misleading

**Exclude**:
- Truthfulness as character (use R1.01)
- Advertising (use V2.03)
- Information accuracy (use P4.04)

**Examples**:
- (+) "Accurate description of the product"
- (+) "What they said matched what I got"
- (-) "Totally misleading description"
- (-) "Not at all what they claimed"

**Common Errors**:
- **V2 vs R1 Rule**: Use V2 for pricing/terms/advertising specifically. Use R1 for trust/integrity/organizational character framing.

---

#### V3: Effort

**Category Definition**: Non-monetary costs - time, hassle, mental and physical effort.

##### V3.01 Time Investment

**Definition**: Hours required for the experience.

**Include**:
- Total time required
- Hours spent
- Time commitment
- Duration of engagement

**Exclude**:
- Wait time (use J1.01)
- Service speed (use J1.02)
- Hassle factor (use V3.04)

**Examples**:
- (+) "Quick 10 minutes - in and out"
- (+) "Didn't take much time at all"
- (-) "Wasted my whole day"
- (-) "Hours of my life I won't get back"

**Common Errors**:
- Confusing with J1 (Timing): J1 = wait/service/response times; V3.01 = overall time investment value

##### V3.02 Mental Effort

**Definition**: Cognitive load and mental energy required.

**Include**:
- Thinking required
- Mental energy
- Cognitive load
- Figuring things out

**Exclude**:
- Process simplicity (use J2.01)
- Paperwork (use J2.03)
- Cognitive accessibility (use A2.04)

**Examples**:
- (+) "Effortless experience - no thinking required"
- (+) "Easy and stress-free"
- (-) "Exhausting to figure out"
- (-) "Mental gymnastics required"

**Common Errors**:
- Confusing with J2.01 (Simplicity): J2.01 = process complexity; V3.02 = mental effort as cost

##### V3.03 Physical Effort

**Definition**: Bodily exertion required.

**Include**:
- Physical labor required
- Bodily effort
- Physical demands
- Exertion needed

**Exclude**:
- Convenience (use A4)
- Location (use A4.01)
- Physical accessibility (use A2.01)

**Examples**:
- (+) "Delivered right to my door"
- (+) "No heavy lifting required"
- (-) "Had to lug it upstairs myself"
- (-) "Physically exhausting experience"

**Common Errors**:
- Confusing with A4 (Convenience): A4 = access convenience; V3.03 = physical effort as cost

##### V3.04 Hassle Factor

**Definition**: Cumulative frustration and friction.

**Include**:
- Overall hassle
- Cumulative frustration
- Death by thousand cuts
- Total friction

**Exclude**:
- Process ease (use J2)
- Mental effort (use V3.02)
- Time investment (use V3.01)

**Examples**:
- (+) "Smooth, hassle-free experience"
- (+) "So easy - no friction at all"
- (-) "Death by a thousand cuts"
- (-) "Everything was a hassle"

**Common Errors**:
- Confusing with J2 (Ease): J2 = process ease; V3.04 = cumulative hassle as cost

##### V3.05 Opportunity Cost

**Definition**: What else could have been done with the time/resources.

**Include**:
- Worth the trip
- Could have done something else
- Trade-off assessment
- Alternative use of time

**Exclude**:
- Overall value (use V4.01)
- Time investment (use V3.01)
- Satisfaction (use V4.03)

**Examples**:
- (+) "Worth every minute of the drive"
- (+) "Glad I made the trip"
- (-) "Not worth the drive"
- (-) "Could have done better things with my time"

**Common Errors**:
- Confusing with V4.01 (Overall Value): V4.01 = total value; V3.05 = opportunity cost specifically

---

#### V4: Worth

**Category Definition**: Overall value assessment of the exchange.

##### V4.01 Overall Value

**Definition**: Total assessment of value received.

**Include**:
- Worth it or not
- Value received
- Overall value judgment
- "Rip-off" language

**Exclude**:
- Absolute price (use V1.01)
- Quality-price ratio (use V4.02)
- Ethics judgment (use R1.04 for "scam")

**Examples**:
- (+) "Excellent value - totally worth it"
- (+) "Great value for what you get"
- (-) "Total rip-off"
- (-) "Not worth the money"

**Common Errors**:
- **Critical Rule**: "Rip-off" = V4.01 (exchange complaint). "Scam" = R1.04 (character judgment).

##### V4.02 Quality-Price Ratio

**Definition**: What you get for what you pay.

**Include**:
- Quality relative to price
- Value for money
- What you get vs. cost
- Price-quality balance

**Exclude**:
- Product quality (use O2)
- Absolute price (use V1.01)
- Overall value (use V4.01)

**Examples**:
- (+) "Great quality for the price"
- (+) "Excellent value for money"
- (-) "Pay more, get less"
- (-) "Overpriced for the quality"

**Common Errors**:
- Confusing with O2 (Quality): V4.02 includes price comparison; O2 is quality alone

##### V4.03 Satisfaction

**Definition**: Contentment with the overall exchange.

**Include**:
- General satisfaction
- Happy with experience
- Content with outcome
- Pleased overall

**Exclude**:
- Outcome achievement (use O1.05)
- Overall value (use V4.01)
- Recommendation (use V4.04)

**Examples**:
- (+) "Very satisfied with my purchase"
- (+) "Completely happy with the experience"
- (-) "Deeply regret this purchase"
- (-) "Left unsatisfied"

**Common Errors**:
- Confusing with O1.05 (Outcome Achievement): O1.05 = specific goal met; V4.03 = general satisfaction

##### V4.04 Recommendation

**Definition**: Willingness to suggest to others.

**Include**:
- Would recommend
- Tell others about it
- Suggest to friends
- Advocate for

**Exclude**:
- Relationship building (use R4.03)
- Return intent (use V4.05)
- Loyalty (use R4)

**Examples**:
- (+) "Highly recommend to everyone"
- (+) "Told all my friends about it"
- (-) "Would warn everyone to avoid"
- (-) "Don't recommend at all"

**Common Errors**:
- Confusing with R4 (Loyalty): V4.04 = recommending to others; R4 = ongoing relationship

##### V4.05 Return Intent

**Definition**: Willingness to come back.

**Include**:
- Would return
- Coming back
- Future visits
- Repeat business intent

**Exclude**:
- Loyalty (use R4)
- Recommendation (use V4.04)
- Overall value (use V4.01)

**Examples**:
- (+) "Definitely coming back"
- (+) "Will return for sure"
- (-) "Never coming back"
- (-) "Won't return"

**Common Errors**:
- Confusing with R4 (Loyalty): V4.05 = simple return intent; R4 = ongoing relationship and trust

---

#### V Domain Common Errors Summary

| Error Pattern | Incorrect Code | Correct Code | Key Distinction |
|--------------|----------------|--------------|-----------------|
| "Total scam" | V4.01 | R1.04 | Character = R |
| "Product was bad quality" | V4.02 | O2 | Quality alone = O |
| "Waited forever" | V3.01 | J1.01 | Wait = J |
| "Policy is unfair" | R1.05 | V2.04 | Policy = V |
| "Hidden fees" (the fee) | V2.02 | V1.04 | Fee = V1.04 |
| "They lied about features" | V2.03 | R1.01 | Pattern = R |

---

### 3.7 Domain R: Relationship

**Definition**: Trust, reliability, and the ongoing connection between customer and business.

**Core Question**: Can I trust this business and do they value our relationship?

**Default Owner**: Leadership / CX

**Scope**:
- Integrity: truthfulness, promise keeping, transparency, ethics, fair dealing
- Dependability: track record, consistency, stability, trustworthiness, guarantees
- Recovery: acknowledging failures, apology, compensation, improvement, ownership
- Loyalty: recognition, rewards, relationship building, communication, community

**NOT in Scope**:
- Specific interaction issues (P domain)
- Specific process issues (J domain)
- Specific pricing issues (V domain)

---

#### When to Use R Domain

Use R when feedback is about:
- **Trust/commitment over time** ("They always/never...")
- **Organizational intent** ("They don't care about customers")
- **Pattern of behavior** ("This is the third time...")
- **Character judgment** ("Shady company," "Stand behind their product")
- **Moral assessment of the business** ("They're crooks," "Ethical company")

Use P/J/V when feedback is about:
- **A specific interaction** ("The cashier was rude today")
- **A specific process** ("This refund took too long")
- **A specific price/term** ("This fee is unfair")

---

#### R1: Integrity

**Category Definition**: Honesty and ethical behavior of the organization.

##### R1.01 Truthfulness

**Definition**: Accurate, honest representations by the organization.

**Include**:
- Organizational honesty
- Lying accusations (pattern)
- Truthful communications
- Honest dealings

**Exclude**:
- Advertising accuracy (use V2.03)
- Staff information accuracy (use P4.04)
- Honest representation (use V2.05)

**Examples**:
- (+) "Everything they say is accurate and true"
- (+) "Completely honest company"
- (-) "They flat out lied to me"
- (-) "Nothing they say is true"

**Common Errors**:
- Confusing with V2.03 (Advertising): V2.03 = advertising specifically; R1.01 = organizational honesty pattern

##### R1.02 Promise Keeping

**Definition**: Honoring commitments and keeping promises.

**Include**:
- Keeping word over time
- Organizational commitments
- Pattern of promises
- Delivering on commitments

**Exclude**:
- Specific follow-through (use P3.04)
- Resolution speed (use J4.03)
- Guarantees (use R2.05)

**Examples**:
- (+) "Always deliver on their word"
- (+) "Keep every promise they make"
- (-) "Never keep their promises"
- (-) "Every commitment is an empty word"

**Common Errors**:
- **Critical Distinction**: R1.02 = pattern ("they never keep promises"). P3.04 = specific instance ("said they'd call back, didn't").

##### R1.03 Transparency

**Definition**: Openness about practices, policies, and operations.

**Include**:
- Organizational transparency
- Openness about operations
- Hidden agendas
- Disclosure patterns

**Exclude**:
- Fee disclosure (use V2.02)
- Pricing clarity (use V2.01)
- Data security (use E4.03)

**Examples**:
- (+) "Completely transparent about everything"
- (+) "Full disclosure, no secrets"
- (-) "Hidden agendas everywhere"
- (-) "Never know what's really going on"

**Common Errors**:
- Confusing with V2.02 (Fee Disclosure): V2.02 = pricing transparency; R1.03 = organizational transparency

##### R1.04 Ethics

**Definition**: Moral and ethical business conduct.

**Include**:
- "Scam" language
- Ethical/unethical judgment
- Moral business character
- Predatory behavior

**Exclude**:
- Terms fairness (use V2.04)
- Fair dealing (use R1.05)
- Overall value (use V4.01 for "rip-off")

**Examples**:
- (+) "Ethical company - do the right thing"
- (+) "Stand-up organization with integrity"
- (-) "Total scam company"
- (-) "Shady business practices"

**Common Errors**:
- **Critical Rule**: "Scam" = R1.04 (moral judgment). "Rip-off" = V4.01 (value complaint).

##### R1.05 Fair Dealing

**Definition**: Equitable treatment and fair practices.

**Include**:
- Fair treatment overall
- Equitable practices
- Not taking advantage
- Fair business practices

**Exclude**:
- Equal treatment (use A3.05)
- Terms fairness (use V2.04)
- Respect (use P1.02)

**Examples**:
- (+) "Always treated fairly"
- (+) "Fair and square dealings"
- (-) "Felt taken advantage of"
- (-) "Completely unfair treatment"

**Common Errors**:
- Confusing with A3.05 (Equal Treatment): A3.05 = identity-based discrimination; R1.05 = general fair dealing

---

#### R2: Dependability

**Category Definition**: Consistency and reliability over time.

##### R2.01 Track Record

**Definition**: Historical performance and reliability.

**Include**:
- History of performance
- Long-term reliability
- Past experiences
- Overall record

**Exclude**:
- Staff experience (use P2.05)
- Process consistency (use J3.01)
- Product reliability (use O1.04)

**Examples**:
- (+) "Never let me down in 10 years"
- (+) "Impeccable track record"
- (-) "History of problems"
- (-) "Long record of failures"

**Common Errors**:
- Confusing with P2.05 (Experience): P2.05 = individual expertise; R2.01 = organizational track record

##### R2.02 Consistency

**Definition**: Same experience delivered over time.

**Include**:
- Consistent quality over visits
- Same experience each time
- Reliability of experience
- Dependable outcomes

**Exclude**:
- Process consistency (use J3.01)
- Product reliability (use O1.04)
- Error rate (use J3.05)

**Examples**:
- (+) "Always great - consistent quality"
- (+) "Same excellent experience every time"
- (-) "Varies wildly - never know what you'll get"
- (-) "Completely inconsistent"

**Common Errors**:
- Confusing with J3.01 (Process Consistency): J3.01 = process level; R2.02 = organizational/relationship level

##### R2.03 Stability

**Definition**: Organizational continuity and stability.

**Include**:
- Company stability
- Organizational continuity
- Business changes
- Management stability

**Exclude**:
- System uptime (use J3.03)
- Track record (use R2.01)
- Trustworthiness (use R2.04)

**Examples**:
- (+) "Stable company - been around for years"
- (+) "Consistent ownership and leadership"
- (-) "Constant changes - nothing stable"
- (-) "Different management every month"

**Common Errors**:
- Confusing with J3.03 (System Availability): J3.03 = system uptime; R2.03 = organizational stability

##### R2.04 Trustworthiness

**Definition**: Warranting confidence and trust.

**Include**:
- Can count on them
- Trust in organization
- Confidence in business
- Reliable partner

**Exclude**:
- Integrity specifics (use R1)
- Track record (use R2.01)
- Consistency (use R2.02)

**Examples**:
- (+) "Can absolutely count on them"
- (+) "Completely trustworthy organization"
- (-) "Don't trust them at all"
- (-) "Lost all confidence in them"

**Common Errors**:
- Confusing with R1 (Integrity): R1 = specific integrity aspects; R2.04 = overall trustworthiness assessment

##### R2.05 Guarantee Honor

**Definition**: Standing behind products and honoring guarantees.

**Include**:
- Warranty honor
- Guarantee fulfillment
- Standing behind product
- Promise of quality upheld

**Exclude**:
- Resolution quality (use J4.04)
- Promise keeping (use R1.02)
- Compensation (use R3.03)

**Examples**:
- (+) "Honored the warranty without question"
- (+) "Stand behind their products 100%"
- (-) "Worthless guarantee - wouldn't honor it"
- (-) "Warranty is meaningless"

**Common Errors**:
- Confusing with J4.04 (Resolution Quality): J4.04 = fix quality; R2.05 = guarantee/warranty honor

---

#### R3: Recovery

**Category Definition**: Response to failures and making things right.

##### R3 vs J4 Disambiguation

This is critical:

| If the span is about... | Use |
|------------------------|-----|
| *What they did* to fix the problem | J4 |
| *How they took responsibility* (acknowledgment, apology, ownership) | R3 |

| Aspect | J4 (Resolution) | R3 (Recovery) |
|--------|-----------------|---------------|
| **Focus** | Mechanics of fixing | Accountability |
| **Question** | Was it fixed? | Did they own it? |
| **Owner** | Operations | Leadership |

##### R3.01 Acknowledgment

**Definition**: Admitting failures and wrongdoing.

**Include**:
- Owning mistakes
- Admitting fault
- Acknowledging wrongdoing
- Taking blame

**Exclude**:
- Problem acknowledgment (use J4.01)
- Apology (use R3.02)
- Ownership (use R3.05)

**Examples**:
- (+) "Immediately admitted their mistake"
- (+) "Owned up to the error"
- (-) "Denied any wrongdoing"
- (-) "Refused to admit fault"

**Common Errors**:
- **Key Distinction**: J4.01 = "Yes, there's a problem" (operational). R3.01 = "Yes, we were wrong" (accountability).

##### R3.02 Apology

**Definition**: Expression of regret and sorrow for issues.

**Include**:
- Saying sorry
- Expressing regret
- Apologizing
- Showing remorse

**Exclude**:
- Empathy (use P1.03)
- Acknowledgment (use R3.01)
- Compensation (use R3.03)

**Examples**:
- (+) "Sincere, heartfelt apology"
- (+) "Genuinely apologized for the issue"
- (-) "Non-apology apology"
- (-) "Never said sorry"

**Common Errors**:
- Confusing with P1.03 (Empathy): P1.03 = emotional understanding; R3.02 = formal apology

##### R3.03 Compensation

**Definition**: Making amends beyond just fixing the problem.

**Include**:
- Offering compensation
- Making up for issues
- Extra gestures
- Amends beyond the fix

**Exclude**:
- Resolution quality (use J4.04)
- Terms fairness (use V2.04)
- Overall value (use V4.01)

**Examples**:
- (+) "Refunded plus gave store credit"
- (+) "More than made up for the problem"
- (-) "Offered nothing for my trouble"
- (-) "Refused any compensation"

**Common Errors**:
- **Key Distinction**: J4.04 = "Was it fixed?" R3.03 = "Did they make amends?"

##### R3.04 Improvement

**Definition**: Actions demonstrating commitment to prevent recurrence.

**Include**:
- Organizational commitment to change
- Promised improvements
- Learning from mistakes
- Systemic changes announced

**Exclude**:
- Prevention actions (use J4.05)
- Track record (use R2.01)
- Consistency (use R2.02)

**Examples**:
- (+) "Committed to changing their processes"
- (+) "Showed they learned from the mistake"
- (-) "No indication anything will change"
- (-) "Same problems keep happening"

**Common Errors**:
- **Key Distinction**: J4.05 = process change made. R3.04 = organizational commitment to improve.

##### R3.05 Ownership

**Definition**: Taking full responsibility for issues.

**Include**:
- Taking responsibility
- Not blaming others
- Owning the problem
- Full accountability

**Exclude**:
- Problem-solving (use P2.03)
- Acknowledgment (use R3.01)
- Apology (use R3.02)

**Examples**:
- (+) "Took full responsibility"
- (+) "Didn't blame anyone else"
- (-) "Blamed me for the problem"
- (-) "Shifted responsibility to others"

**Common Errors**:
- Confusing with P2.03 (Problem-Solving): P2.03 = ability to solve; R3.05 = willingness to own

---

#### R4: Loyalty

**Category Definition**: Investment in the ongoing customer relationship.

##### R4.01 Recognition

**Definition**: Acknowledging repeat customers.

**Include**:
- Remembering customers
- Recognizing regulars
- Knowing their history
- Personal acknowledgment

**Exclude**:
- Personalization (use O4.02)
- Warmth (use P1.01)
- Rewards (use R4.02)

**Examples**:
- (+) "They remember me every time I come in"
- (+) "Recognized as a valued regular"
- (-) "Treated like a stranger every time"
- (-) "No acknowledgment of my loyalty"

**Common Errors**:
- Confusing with O4.02 (Personalization): O4.02 = preferences remembered; R4.01 = personal recognition

##### R4.02 Rewards

**Definition**: Loyalty benefits and programs.

**Include**:
- Loyalty programs
- Points and rewards
- Member benefits
- Loyalty perks

**Exclude**:
- Price (use V1)
- Recognition (use R4.01)
- Compensation (use R3.03)

**Examples**:
- (+) "Great loyalty rewards program"
- (+) "Excellent perks for regulars"
- (-) "Worthless points system"
- (-) "No loyalty benefits at all"

**Common Errors**:
- Confusing with V1 (Price): R4.02 = loyalty programs; V1 = general pricing

##### R4.03 Relationship Building

**Definition**: Investment in building a personal connection.

**Include**:
- Personal relationship
- Connection beyond transaction
- Genuine interest in customer
- Long-term relationship focus

**Exclude**:
- Friendliness (use P1.01)
- Recognition (use R4.01)
- Community (use R4.05)

**Examples**:
- (+) "Feel like I have a personal relationship"
- (+) "Genuinely invest in customers"
- (-) "Purely transactional"
- (-) "No interest in relationship"

**Common Errors**:
- Confusing with P1.01 (Friendliness): P1.01 = single-interaction warmth; R4.03 = ongoing relationship investment

##### R4.04 Communication

**Definition**: Quality of ongoing relationship communication.

**Include**:
- Newsletters and updates
- Ongoing communication quality
- Relationship communication
- Regular engagement

**Exclude**:
- Proactive updates (use P4.03)
- Contact options (use A4.05)
- Information accuracy (use P4.04)

**Examples**:
- (+) "Helpful, relevant newsletters"
- (+) "Great ongoing communication"
- (-) "Nothing but spam"
- (-) "No useful communication"

**Common Errors**:
- Confusing with P4.03 (Proactive Updates): P4.03 = transaction updates; R4.04 = ongoing relationship communication

##### R4.05 Community

**Definition**: Sense of belonging and connection with brand community.

**Include**:
- Feeling part of something
- Brand community
- Customer community
- Belonging

**Exclude**:
- Atmosphere (use E3.01)
- Relationship building (use R4.03)
- Family friendly (use A3.04)

**Examples**:
- (+) "Feel part of a community"
- (+) "Great sense of belonging"
- (-) "No sense of community"
- (-) "Just another number"

**Common Errors**:
- Confusing with E3.01 (Atmosphere): E3.01 = space vibe; R4.05 = community belonging

---

#### R Domain Common Errors Summary

| Error Pattern | Incorrect Code | Correct Code | Key Distinction |
|--------------|----------------|--------------|-----------------|
| "This call they didn't follow up" | R1.02 | P3.04 | Specific = P |
| "Price is unfair" | R1.05 | V2.04 | Price = V |
| "They fixed it quickly" | R3.03 | J4.03 | Process = J |
| "Apologized nicely" | P1.03 | R3.02 | Apology = R |
| "Great every time I go" | R2.02 | J3.01 | Process level = J |
| "Rip-off prices" | R1.04 | V4.01 | Exchange = V |

---

## 4. Metadata Dimensions

Every span classification includes metadata dimensions. There are **7 dimensions with 24 total values**.

### 4.1 Valence (V) - ALWAYS REQUIRED

Valence captures the sentiment direction of the feedback.

| Code | Label | Definition | Linguistic Markers |
|------|-------|------------|-------------------|
| **V+** | Positive | Praise, satisfaction, approval | "great," "loved," "excellent," "perfect," "amazing" |
| **V-** | Negative | Complaint, dissatisfaction, criticism | "terrible," "hated," "worst," "awful," "disappointing" |
| **V0** | Neutral | Factual observation without judgment | "they have," "it was," "there are," descriptive only |
| **V+-** | Mixed | Both positive and negative in same span | "good but," "despite," "however," contrasting elements |

**V+- Usage Rule**: Prefer splitting over V+- unless truly inseparable.

| Feedback | Action | Rationale |
|----------|--------|-----------|
| "Great product, terrible onboarding" | SPLIT | Two different targets |
| "Good but overpriced" | KEEP with V+- | Same target, mixed assessment |
| "Nice staff despite the chaos" | SPLIT if chaos is separate | Different domains likely |

**Test**: If the positive and negative parts have different domain targets, split them.

---

### 4.2 Intensity (I) - REQUIRED FOR CORE+

Intensity captures how strongly the sentiment is expressed.

| Code | Label | Definition | Linguistic Markers |
|------|-------|------------|-------------------|
| **I1** | Mild | Slight preference/concern | "a bit," "somewhat," "could be better," "slightly," "minor" |
| **I2** | Moderate | Clear but not extreme | Standard adjectives, no intensifiers, normal language |
| **I3** | Strong | Emphatic, intense expression | "extremely," "absolutely," "worst ever," CAPS, !!!, profanity |

**I3 Indicators**:
- Intensifying adverbs: extremely, absolutely, totally, completely
- Superlatives: best ever, worst I've seen, most terrible
- ALL CAPS in review text
- Multiple exclamation marks (!!!)
- Profanity or extreme language
- Words like "unbelievable," "outrageous," "incredible"

**Default**: When in doubt, use I2 (moderate).

---

### 4.3 Specificity (S) - STANDARD+ ONLY

Specificity measures how much detail is provided in the feedback.

| Code | Label | Definition | Example |
|------|-------|------------|---------|
| **S1** | Vague | General impression only, no details | "Service was bad" |
| **S2** | Moderate | Some details or context | "Service was slow at dinner" |
| **S3** | Specific | Concrete details: names, times, amounts | "Waiter John took 40 mins for appetizers at 7pm Saturday" |

**S3 Indicators**:
- Named individuals
- Specific times or dates
- Exact amounts or quantities
- Precise locations within a space
- Specific product models or items

---

### 4.4 Actionability (A) - STANDARD+ ONLY

Actionability measures how clearly the feedback points to a specific action.

| Code | Label | Definition | Example |
|------|-------|------------|---------|
| **A1** | Low | Feeling with no clear action path | "I just didn't like it" |
| **A2** | Medium | Suggests improvement area | "Food could be warmer" |
| **A3** | High | Specific implementable fix possible | "West bathroom stall lock is broken" |

**Important**: Specificity and Actionability are correlated but NOT identical.

| Example | Specificity | Actionability | Why Different |
|---------|-------------|---------------|---------------|
| "John was rude" | S3 (named) | A2 (unclear action) | Specific but action not obvious |
| "Website is confusing" | S1 (vague) | A3 (triggers UX audit) | Vague but actionable category |
| "Bathroom stall lock broken" | S3 | A3 | High both - ideal feedback |
| "I didn't enjoy it" | S1 | A1 | Low both - least useful |

---

### 4.5 Temporal Reference (T) - STANDARD+ (OPTIONAL FOR CORE)

Temporal Reference indicates the time frame of the feedback.

| Code | Label | Definition | Examples |
|------|-------|------------|----------|
| **TC** | Current | This specific visit/experience | "Today's visit," "This time" (DEFAULT) |
| **TR** | Recent | Recent pattern of experiences | "Lately," "Last few visits," "Recently" |
| **TH** | Historical | Long-standing pattern | "For years," "Since I can remember," "Always been" |
| **TF** | Future | Expectations or predictions | "If they don't improve," "Will come back" |

**Default**: TC (Current) when no temporal language is present.

---

### 4.6 Evidence Type (E) - STANDARD+ ONLY

Evidence Type indicates how the classification is derived from the text.

| Code | Label | Definition | Constraint |
|------|-------|------------|------------|
| **ES** | Stated | Explicitly said by customer | Text directly says it (DEFAULT) |
| **EI** | Inferred | Logically entailed by text | Must be directly deducible, not speculative |
| **EC** | Contextual | Requires surrounding text | Span uses "that," "they," "it" referencing earlier content |

**EI Rules**:
- Use only when text logically entails the inference
- OK: "Took 3 weeks to reply" = EI for slow response time
- OK: "Fifth time calling about this" = EI for error rate pattern
- NOT OK: "Seemed tired" = Cannot infer fatigue without more evidence

**EC Rules**:
- Use when span depends on earlier referents
- "The same issue happened again" (depends on knowing what issue)
- "They did the same thing" (requires prior context)
- "That was disappointing" (references unstated subject)

---

### 4.7 Comparative Reference (CR) - STANDARD+ (OPTIONAL FOR CORE)

Comparative Reference captures when customers compare current experience to their past experience.

| Code | Label | Definition | Trigger Words |
|------|-------|------------|---------------|
| **CR-N** | None | No comparison to past | (default - ~90% of spans) |
| **CR-B** | Better | Explicit improvement | "better now," "improved," "finally fixed," "turned around" |
| **CR-W** | Worse | Explicit decline | "worse now," "used to be good," "gone downhill," "no longer" |
| **CR-S** | Same | Explicitly unchanged | "still," "as always," "same as before," "nothing changed" |

**CR Assignment Rules**:

1. **Only assign CR-B/W/S when the customer explicitly compares to their own past.**
2. **CR-N is the default.** Only change when comparison is explicit.
3. **Self-comparison only.** Competitor comparisons don't trigger CR.
4. **Implicit decline/improvement counts:**
   - "used to be good" = CR-W
   - "finally fixed" = CR-B
   - "still broken" = CR-S

**CR Trigger Word Reference**:

| CR-B (Better) | CR-W (Worse) | CR-S (Same) |
|---------------|--------------|-------------|
| "better now" | "worse now" | "still" |
| "improved" | "used to be good" | "as always" |
| "finally fixed" | "gone downhill" | "same as before" |
| "turned it around" | "not what it used to be" | "nothing changed" |
| "much faster than before" | "has declined" | "yet again" |
| "not like last time" (positive) | "was great before" | "same old" |

**CR + Valence Combinations**:

| CR | V+ | V- | Interpretation |
|----|----|----|----------------|
| CR-B | Improvement praise | Recovery acknowledgment | Issue resolved/improving |
| CR-W | -- | Decline complaint | Quality deteriorating |
| CR-S | Consistent praise | Persistent complaint | Stable state |
| CR-N | General praise | General complaint | No temporal signal |

---

### 4.8 Metadata by Profile Summary

| Dimension | Lite | Core | Standard | Full |
|-----------|:----:|:----:|:--------:|:----:|
| Valence | Required | Required | Required | Required |
| Intensity | Optional | Required | Required | Required |
| Specificity | -- | -- | Required | Required |
| Actionability | -- | -- | Required | Required |
| Temporal | -- | Optional | Required | Required |
| Evidence | -- | -- | Required | Required |
| Comparative | -- | Optional | Required | Required |

---

## 5. Causal Codes

Causal codes provide optional root-cause analysis for Full profile implementations. There are **16 causal codes across 3 layers**.

### 5.1 Causal Depth Prohibition Rule

**CRITICAL**: Causal layers (CD/MG/SY) may ONLY be assigned when the review explicitly states or logically entails the condition. Otherwise, leave `causal_chain` empty.

This rule prevents analysts from inventing plausible-but-unsubstantiated causes.

| Review Text | Causal Code | Valid? | Why |
|-------------|-------------|--------|-----|
| "Long wait because they were short-staffed" | CD-O | YES | Explicitly stated |
| "The machine was broken" | CD-E | YES | Explicitly stated |
| "Fifth time I've reported this issue" | MG-O | YES | Logically entailed (EI) |
| "They seem understaffed" | -- | NO | "Seem" is speculation |
| "Probably a training issue" | -- | NO | Annotator speculation |
| "Management doesn't care" (stated) | SY-C | YES | Customer explicitly states |

**When in doubt, omit causal codes.** Better to have no causal chain than an invented one.

---

### 5.2 Conditions Layer (CD-)

Conditions are immediate factors that allowed the experience to happen.

| Code | Name | Definition | Example Text |
|------|------|------------|--------------|
| **CD-S** | Staff State | Fatigue, training gaps, motivation | "Server seemed exhausted," "Clearly new" |
| **CD-T** | Team Dynamics | Handoffs, coordination, communication | "Kept passing me around," "No one knew" |
| **CD-E** | Equipment | Malfunction, unavailable, outdated | "Machine was broken," "System was down" |
| **CD-F** | Facility | Maintenance, capacity, hazards | "Place was falling apart," "Too cramped" |
| **CD-O** | Operational | Understaffing, demand surge, time pressure | "Clearly understaffed," "Overwhelmed" |

---

### 5.3 Management Layer (MG-)

Management factors are decisions that allowed conditions to exist.

| Code | Name | Definition | Example Text |
|------|------|------------|--------------|
| **MG-P** | Planning | Scheduling, forecasting failure | "No one scheduled for weekend" |
| **MG-T** | Training | Training gaps, development failure | "Clearly not trained properly" |
| **MG-O** | Oversight | Supervision, monitoring failure | "Third time reporting this" (EI) |
| **MG-R** | Resources | Resource allocation issues | "No supplies available" |
| **MG-C** | Communication | Policy relay, expectation setting | "Staff didn't know the policy" |

**Repeated Complaints Rule**: Multiple unresolved complaints (e.g., "third time," "keep reporting") may justify MG-O (Oversight) via EI, as the pattern logically entails failure to monitor/correct.

---

### 5.4 Systemic Layer (SY-)

Systemic factors are organizational-level issues that create management failures.

| Code | Name | Definition | Example Text |
|------|------|------------|--------------|
| **SY-R** | Resource Decisions | Budget, investment, staffing | "Cheap owners," "Cutting corners" |
| **SY-P** | Policy/Procedure | Rules, bureaucracy | "Company policy is the problem" |
| **SY-C** | Culture | Values, priorities, norms | "Management doesn't care" |
| **SY-S** | Standards | Quality thresholds, expectations | "Lowered their standards" |
| **SY-H** | Human Capital | Compensation, hiring, retention | "Can't keep good employees" |
| **SY-X** | External | Market, regulatory, competition | "Ever since COVID," "New regulations" |

---

### 5.5 Causal Chain Structure

```
LAYER 4: SYSTEMIC (Why does the organization create these conditions?)
┌─────────────────────────────────────────────────────────────────┐
│ SY-R: Resources | SY-P: Policy | SY-C: Culture | SY-S: Standards│
│ SY-H: Human Capital | SY-X: External                            │
└─────────────────────────────────────────────────────────────────┘
                         ↑ constrains
LAYER 3: MANAGEMENT (What decisions allowed enabling conditions?)
┌─────────────────────────────────────────────────────────────────┐
│ MG-P: Planning | MG-T: Training | MG-O: Oversight               │
│ MG-R: Resources | MG-C: Communication                           │
└─────────────────────────────────────────────────────────────────┘
                         ↑ creates
LAYER 2: CONDITIONS (What allowed the experience to happen?)
┌─────────────────────────────────────────────────────────────────┐
│ CD-S: Staff State | CD-T: Team | CD-E: Equipment                │
│ CD-F: Facility | CD-O: Operational                              │
└─────────────────────────────────────────────────────────────────┘
                         ↑ enables
LAYER 1: EXPERIENCE (What the customer directly perceived)
┌─────────────────────────────────────────────────────────────────┐
│ [Primary Domain/Category/Subcode Classification]                │
└─────────────────────────────────────────────────────────────────┘
```

---

### 5.6 Causal Chain Examples

**Example 1: Explicit Cause**
> "Long wait because they were clearly understaffed"

| Layer | Code | Evidence |
|-------|------|----------|
| Experience | J1.01 (Wait Time) | ES |
| Conditions | CD-O (Understaffing) | ES |

**Example 2: Inferred Cause**
> "This is the fourth time I've reported this broken equipment"

| Layer | Code | Evidence |
|-------|------|----------|
| Experience | E1.02 (Maintenance) | ES |
| Management | MG-O (Oversight failure) | EI |

**Example 3: Multi-Layer**
> "Staff was exhausted - they've been working 12-hour shifts. Management clearly doesn't care about their employees."

| Layer | Code | Evidence |
|-------|------|----------|
| Experience | P1.05 (Enthusiasm) | ES |
| Conditions | CD-S (Staff State) | ES |
| Systemic | SY-C (Culture) | ES |

---

## 6. Span Boundary Rules

### 6.1 When to SPLIT

Split spans when you encounter:

1. **Contrasting conjunctions**: but, however, although, despite, yet
2. **Subject changes**: location → service → food
3. **Valence changes**: positive → negative
4. **Domain changes**: different aspect of experience
5. **Different sentences** (unless tightly linked cause-effect)

### 6.2 When to KEEP TOGETHER

Keep spans together when:

1. **Cause-effect in same clause**: "Long wait because understaffed"
   - Primary = impact (J1.01 Wait Time)
   - Secondary = cause (A1.04 Staffing)

2. **Same target, mixed assessment**: "Good but overpriced" (same product)

3. **Elaboration of same point**: "Service was slow. Had to wait 40 minutes."

### 6.3 Max Spans Guidance

| Sentence Type | Typical Spans |
|---------------|---------------|
| Simple sentence | 1-2 spans |
| Complex sentence | 2-3 spans |
| If tempted to create 4+ | Re-read; probably over-splitting |

### 6.4 Cause-Effect Rule

When a span describes both impact and cause, keep as one span:
- **Primary code** = the impact (what the customer experienced)
- **Secondary code** = the cause (what created the impact)

| Span | Primary | Secondary | Treatment |
|------|---------|-----------|-----------|
| "Long wait because understaffed" | J1.01 | A1.04 | Single span |
| "Food cold, had to send it back" | O2.05 | J4.02 | Single span |
| "App crashed so I lost my data" | E2.02 | E4.03 | Single span |
| "Rude waiter. Also food was cold." | P1.02 / O2.05 | -- | TWO spans |

### 6.5 V+- vs Split Decision

| Feedback | Action | Rationale |
|----------|--------|-----------|
| "Great product, terrible onboarding" | SPLIT | Different domain targets |
| "Good but overpriced" | KEEP with V+- | Same target |
| "Nice staff despite the chaos" | SPLIT if chaos is separate | Different domains |

**Test**: If positive and negative have *different domain targets*, split.

---

## 7. Disambiguation Guide

### 7.1 Top 10 Disambiguation Pitfalls

| # | Mistake | Correct Approach |
|---|---------|------------------|
| 1 | O1.01 vs J3.03 | O1.01 = product function. J3.03 = system uptime. "Car won't start" = O1.01. "Website down" = J3.03. |
| 2 | P3.04 vs R1.02 | P3.04 = specific interaction. R1.02 = trust pattern. "Said they'd call, didn't" = P3.04. "They never keep promises" = R1.02. |
| 3 | J2.01 vs E2.04 | J2.01 = process effort. E2.04 = interface navigation. "Too many steps" = J2.01. "Buried in menus" = E2.04. |
| 4 | J3.01 vs O1.04 | J3.01 = process consistency. O1.04 = product reliability. "Pizza always good" = J3.01. "Phone always connects" = O1.04. |
| 5 | E2.03 vs O1.02 | E2.03 = interface speed. O1.02 = product performance. "App slow" = E2.03. "Car sluggish" = O1.02. |
| 6 | A3.05 vs P1.02 | A3.05 = identity-based discrimination. P1.02 = general disrespect. "Treated differently because of X" = A3.05. |
| 7 | V2.xx vs R1.xx | V2 = pricing/terms specifically. R1 = trust/integrity framing. |
| 8 | Over-splitting | "Long wait because understaffed" = single span. Primary = J1.01, Secondary = A1.04. |
| 9 | CR assignment | CR-N is default. "Service is slow" = CR-N. "Service is *still* slow" = CR-S. |
| 10 | Invented causal | Only when explicitly stated or logically entailed. No speculation. |

### 7.2 V vs R: Scam vs Rip-off

| Word/Phrase | Domain | Reasoning |
|-------------|--------|-----------|
| "scam" | R1.04 | Character judgment |
| "fraud" | R1.04 | Character judgment |
| "crooks" | R1.04 | Character judgment |
| "rip-off" | V4.01 | Exchange complaint |
| "robbery" | V4.01 | Exchange complaint |
| "highway robbery" | V4.01 | Exchange complaint |
| "overpriced" | V1.01/V4.02 | Price/value complaint |

**Decision Rule**:
- About the exchange (what I got vs. what I paid)? → **V**
- About their intent to deceive/harm? → **R**

### 7.3 J4 vs R3: Process vs Ownership

| Aspect | J4 (Resolution) | R3 (Recovery) |
|--------|-----------------|---------------|
| Focus | What they DID to fix | How they took RESPONSIBILITY |
| Question | Was the fix adequate? | Did they own it and make amends? |

| Span | Code | Rationale |
|------|------|-----------|
| "They immediately sent a replacement" | J4.02 | Process focus |
| "Took weeks to resolve" | J4.03 | Resolution speed |
| "They owned their mistake" | R3.01 | Admitting fault |
| "Sincere apology" | R3.02 | Expression of regret |
| "Offered nothing" | R3.03 | Compensation failure |
| "Changed their process" | J4.05 | Prevention action |
| "Blamed me instead" | R3.05 | Ownership failure |

### 7.4 Quick Disambiguation Tests

| Question | If YES | If NO |
|----------|--------|-------|
| About the product/service itself? | Likely O | Check P-R |
| Names or describes a person? | Likely P | Check J-R |
| Mentions time, steps, or waiting? | Likely J | Check E-R |
| Describes a place or interface? | Likely E | Check A-R |
| About accessibility or availability? | Likely A | Check V-R |
| About price, cost, or worth? | Likely V | Check R |
| About trust, patterns, or "always/never"? | Likely R | Re-read span |

---

## 8. USN Notation

URT String Notation (USN) provides compact tagging format.

### 8.1 Format

```
URT:{Profile}:{codes}:{Valence}{Intensity}[:{metadata}][:{causal}]
```

### 8.2 Profile Codes

| Code | Profile | Primary Code Level |
|------|---------|-------------------|
| L | Lite | Domain (O, P, J...) |
| C | Core | Category (O1, P2...) |
| S | Standard | Subcode (O1.01, P2.03...) |
| F | Full | Subcode + Causal |

### 8.3 Examples

| Review | Profile | USN |
|--------|---------|-----|
| "Food was cold" | Lite | `URT:L:O:-2` |
| "Food was cold" | Core | `URT:C:O2:-2` |
| "Food was cold, like last time" | Standard | `URT:S:O2.05:-2:22TR.ES.S` |
| "Rude staff and unfair policy" | Standard | `URT:S:P1.02+V2.04:-3:22TC.ES.N` |
| "Much better now!" | Standard | `URT:S:V4.01:+2:11TC.ES.B` |

### 8.4 Metadata Encoding (Standard+)

```
{Specificity}{Actionability}{Temporal}.{Evidence}.{Comparative}

Example: 22TR.ES.S
         ^^ = S2, A2
           ^^ = TR (recent)
              ^^ = ES (stated)
                 ^ = CR-S (same/unchanged)
```

### 8.5 Multi-Code Notation

Use `+` to join primary and secondary codes:
- `P1.02+V2.04` = Primary P1.02 with secondary V2.04

---

## 9. Appendices

### 9.1 All 7 Domains Quick Reference

| Code | Domain | Core Question | Default Owner |
|------|--------|---------------|---------------|
| O | Offering | Does it work? | Product/Operations |
| P | People | How did they treat me? | HR/Training |
| J | Journey | Was it smooth? | Operations/Process |
| E | Environment | Is the space okay? | Facilities/IT |
| A | Access | Can I get it? | Compliance/Design |
| V | Value | Is it worth it? | Finance/Pricing |
| R | Relationship | Can I trust them? | Leadership/CX |

### 9.2 All 28 Categories Quick Reference

| Domain | Cat 1 | Cat 2 | Cat 3 | Cat 4 |
|--------|-------|-------|-------|-------|
| **O** | O1 Function | O2 Quality | O3 Completeness | O4 Fit |
| **P** | P1 Attitude | P2 Competence | P3 Responsiveness | P4 Communication |
| **J** | J1 Timing | J2 Ease | J3 Reliability | J4 Resolution |
| **E** | E1 Physical | E2 Digital | E3 Ambiance | E4 Safety |
| **A** | A1 Availability | A2 Accessibility | A3 Inclusivity | A4 Convenience |
| **V** | V1 Price | V2 Transparency | V3 Effort | V4 Worth |
| **R** | R1 Integrity | R2 Dependability | R3 Recovery | R4 Loyalty |

### 9.3 Metadata Quick Reference

| Dimension | Values | Default | Profile |
|-----------|--------|---------|---------|
| Valence | V+, V-, V0, V+- | -- | All |
| Intensity | I1, I2, I3 | -- | Core+ |
| Specificity | S1, S2, S3 | -- | Standard+ |
| Actionability | A1, A2, A3 | -- | Standard+ |
| Temporal | TC, TR, TH, TF | TC | Standard+ |
| Evidence | ES, EI, EC | ES | Standard+ |
| Comparative | CR-N, CR-B, CR-W, CR-S | CR-N | Standard+ |

### 9.4 Glossary

| Term | Definition |
|------|------------|
| **Domain** | Top-level classification (7 total): O, P, J, E, A, V, R |
| **Category** | Mid-level classification (28 total): O1, O2, P1, P2, etc. |
| **Subcode** | Detailed classification (140 total): O1.01, O1.02, etc. |
| **Primary Code** | The main classification for a span (required) |
| **Secondary Code** | Additional classification (max 2, optional) |
| **Span** | A segment of review text being classified |
| **Valence** | Sentiment direction: positive, negative, neutral, mixed |
| **Intensity** | Strength of sentiment: mild, moderate, strong |
| **Specificity** | Level of detail: vague, moderate, specific |
| **Actionability** | Clarity of action path: low, medium, high |
| **Temporal** | Time reference: current, recent, historical, future |
| **Evidence** | Source: stated, inferred, contextual |
| **Comparative Reference (CR)** | Change signal: none, better, worse, same |
| **Causal Code** | Root cause classification (16 codes across 3 layers) |
| **USN** | URT String Notation - compact tagging format |

### 9.5 Pre-Submission Checklist

Before submitting an annotation, verify:

1. [ ] **One primary code per span** (no exceptions)
2. [ ] **Max 2 secondary codes** (prevents over-tagging)
3. [ ] **Secondary codes are genuinely distinct** (different category preferred)
4. [ ] **Used decision tree** for domain selection
5. [ ] **Split at domain changes** (different aspects = different spans)
6. [ ] **CR-N unless explicit comparison** (default is no comparison)
7. [ ] **No invented causal codes** (only when text supports)
8. [ ] **Verified intensity markers** (I3 requires emphatic language)
9. [ ] **Cause-effect kept together** (impact = primary, cause = secondary)
10. [ ] **V vs R correctly applied** (exchange = V, character = R)

### 9.6 Document References

| Document | Location | Purpose |
|----------|----------|---------|
| URT-Specification-v5.1.md | `/urt-taxonomy/spec/` | Full specification |
| A1-Annotator-Quickstart.md | `/urt-taxonomy/track-a-training/` | Quick reference |
| A2-QA-Protocol.md | `/urt-taxonomy/track-a-training/` | QA procedures |
| A3-Calibration-Test-Set.md | `/urt-taxonomy/track-a-training/` | Gold standard tests |

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*URT v5.1 Full Annotation Manual | Track A: Training Materials*
*Comprehensive Reference for Human Annotators*