# Feedback Taxonomy Reference

## Ecommerce (Physical Products) Taxonomy

### Product Quality
- **Durability:** Longevity, wear resistance, breakage
- **Materials:** Fabric quality, component quality, perceived premium
- **Sizing/Fit:** Runs small/large, inconsistent sizing, measurement accuracy
- **Color/Appearance:** Color accuracy vs. photos, finish quality, visual appeal
- **Functionality:** Works as described, performance vs. claims, ease of use
- **Packaging:** Product packaging quality, unboxing experience, protection
- **Scent/Taste:** (where applicable) Accuracy, strength, preference

### Shipping and Delivery
- **Speed:** Delivery time vs. estimate, express options
- **Cost:** Free shipping threshold, international rates, value perception
- **Packaging Damage:** Arrived damaged, insufficient protection, weather damage
- **Tracking:** Accuracy, update frequency, carrier communication
- **International:** Customs delays, duties surprises, restricted items

### Pricing and Value
- **Price Point:** Too expensive, fair value, bargain perception
- **Price Changes:** Increases, discount expectations, sale frequency
- **Quantity/Size:** Value per unit, package sizes, bulk options
- **Subscription Value:** Discount vs. one-time, flexibility, perceived savings
- **Comparison:** Price vs. competitors, price vs. quality ratio

### Customer Service
- **Response Time:** Speed to first response, resolution timeline
- **Resolution Quality:** Problem solved, partial resolution, unresolved
- **Channel Availability:** Email, chat, phone, social media responsiveness
- **Return Process:** Ease of return, refund speed, exchange options
- **Proactive Communication:** Order updates, delay notifications, issue alerts

### Website/App Experience
- **Navigation:** Finding products, search functionality, category organization
- **Product Information:** Description accuracy, photo quality, reviews helpfulness
- **Checkout:** Payment options, checkout speed, guest checkout availability
- **Account Management:** Order history, subscription management, saved information
- **Mobile Experience:** App stability, mobile site usability, responsive design

### Brand and Trust
- **Authenticity:** Product genuineness, brand values alignment
- **Sustainability:** Eco-friendly claims, packaging waste, carbon footprint
- **Social Proof:** Influencer trust, community engagement, user-generated content
- **Transparency:** Ingredient sourcing, manufacturing, business practices

## SaaS / Digital Product Taxonomy

### Core Functionality
- **Feature Completeness:** Missing features, feature gaps vs. competitors
- **Feature Quality:** Reliability, accuracy, edge case handling
- **Performance:** Speed, load times, resource usage
- **Stability:** Crashes, bugs, data loss, downtime

### Usability
- **Learning Curve:** Onboarding quality, documentation, time to value
- **Interface Design:** Intuitiveness, visual clarity, information density
- **Workflow Efficiency:** Number of clicks, automation capabilities, shortcuts
- **Customization:** Configuration options, personalization, flexibility

### Integration and Ecosystem
- **Native Integrations:** Supported tools, sync quality, setup complexity
- **API Quality:** Documentation, rate limits, reliability, developer experience
- **Import/Export:** Data portability, format support, migration tools
- **Marketplace:** Plugin availability, third-party extensions

### Support and Success
- **Technical Support:** Response time, expertise, resolution rate
- **Documentation:** Help center quality, tutorial availability, search accuracy
- **Onboarding:** Setup assistance, training resources, implementation support
- **Community:** Forum activity, peer help, knowledge sharing

### Pricing and Plans
- **Plan Structure:** Feature gating, user limits, usage limits
- **Value Perception:** Price vs. competitors, ROI clarity
- **Billing Flexibility:** Monthly vs. annual, upgrade/downgrade ease
- **Hidden Costs:** Overage fees, add-on pricing, implementation fees

## Cross-Category Tags

Apply these tags alongside primary taxonomy categories:

### Lifecycle Stage
- First purchase / New user
- Repeat customer / Active user
- Churned / At-risk
- Loyal advocate / Power user

### Feedback Intent
- Bug report / Problem report
- Feature request / Enhancement suggestion
- Praise / Positive reinforcement
- Question / Confusion
- Comparison / Competitive evaluation
- Vent / Emotional expression

### Business Impact Signals
- Purchase intent: "I'll buy again" / "Never buying again"
- Referral intent: "Told all my friends" / "Warning everyone"
- Switching intent: "Looking at alternatives" / "Thinking of switching to X"
- Upsell opportunity: "Wish you had X" / "Would pay more for Y"