Published October 22, 2026.

Use a small, stable taxonomy

Start with categories such as delay, wrong information, billing, access, product quality, and agent behavior. Add one secondary tag for the affected process.

Resist adding a new tag for every complaint. A taxonomy with 40 categories is a diary, not a measurement.

Tag from evidence, not from the customer tone

The tag should describe what failed, not how upset the customer was. Record the evidence that supports the tag in the case.

If the cause is unclear, use an "unknown" tag and route the case for review. Guessing creates false trends.

Review the pattern monthly

Count complaints by category, product, and channel. Pick one category for a process review and record the change.

Close the loop with the care team so they know their tags led to a fix.

Source: reference.

Related guides: this workflow and this workflow.