Tagging Accuracy & Conformance Survey

Purpose: To understand what’s affecting the accuracy, conformance, and efficiency of tagging customer contacts.

Instructions: Please answer honestly based on your actual tagging experience. This will help us improve the tagging guide and process.


A red asterisk (*) indicates required questions.

  1. Name (First Name, Last Name)*


  1. Employee ID*


  1. Supervisor's name (First Name, Last Name)*


  1. On a scale of 1–5, how clear and easy to understand are the tag definitions in the tagging reference?

    Rating Scale:
    1️⃣ Very confusing – I often can’t determine which tag to use
    2️⃣ Somewhat unclear – I need to reread or double-check often
    3️⃣ Neutral – Sometimes clear, sometimes confusing
    4️⃣ Mostly clear – I can usually tag correctly without help
    5️⃣ Very clear – I can confidently apply the right tag every time
    *
     
      1 2 3 4 5  
    very confusing  very clear


  1. Which of the following best describes your experience with the tag descriptions? (You may select all that apply)*
    Too detailed or wordy
    Some overlap or confusion between tags
    Clear and easy to apply
    Missing examples for some tags
    Other:


  1. If you selected “Other” for question 5, please specify your answer below.*


  1. How often do you encounter multiple tags that seem applicable to the same case?*
    Always
    Often
    Sometimes
    Rarely
    Never


  1. If you answered “Always,” “Often,” or “Sometimes,” please list the specific tags that usually overlap or cause confusion.*


  1. How easy is it for you to locate the correct tag while handling a ticket, chat, or call?*
    Very easy
    Somewhat easy
    Difficult
    Very difficult


  1. When you’re unsure which tag to use, what do you usually do? (Select the option that best describes what you normally do.)*
    Guess or choose the closest one
    Ask a colleague or lead
    Check the tagging guide thoroughly
    Skip or delay tagging until confirmation
    Other


  1. If you selected “Other” for question 10, please specify your answer below.*


  1. How accessible and user-friendly is the tagging reference file? (e.g., easy search, quick navigation, updated regularly)*
    Excellent
    Good
    Average
    Poor
    Needs a new format or layout


  1. If we plan to revise the tagging reference, what changes would you suggest?
    (Examples: add a search function, reorganize tags by type, simplify wording, add examples, etc.)
    *


  1. Have you received enough training, coaching, or calibration sessions to confidently apply the correct tags?*
    Yes, fully trained
    Somewhat, but more examples/calibration/coachig needed
    No, training was not enough


  1. If you received coaching for tagging errors, was it helpful? What else would make it more effective?*


  1. What kind of support or improvement would help you tag more accurately?
    (Select all that apply)
    *
    More sample cases or examples
    Visual flowchart or decision tree
    Tag search/filter tool
    Refresher sessions
    Simplified or consolidated tags
    Other


  1. If you selected “Other” for question 16, please specify your answer below.


  1. How much does the tagging process/master tag file affect your handle time or efficiency?
    Significantly slows me down
    Slightly slows me down
    No impact
    Helps me stay organized


  1. Please share any specific pain points or suggestions you have regarding the tagging process or guide.




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