TemplateFREE⏱️ 20 minutes setup, 2 minutes per feedback item
Feedback Classification Template
A structured template for classifying product feedback by theme, urgency, and user segment. Includes a tagging taxonomy, severity matrix, and routing...
Updated 2026-03-05
Feedback Classification
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Frequently Asked Questions
How many classification tags is too many?+
Keep your primary theme tags between 8-15. Fewer than 8 means your categories are too broad and you lose specificity. More than 15 means classifiers hesitate and consistency drops. When a tag exceeds 30% of all feedback, split it. When a tag gets fewer than 2% of feedback across two consecutive months, merge it.
Who should classify feedback?+
The person closest to the source. Support agents classify support tickets. Sales reps classify sales call notes. Product classifies NPS verbatim and in-app feedback. The key is consistency: everyone uses the same taxonomy and follows the same rules. A 30-minute monthly calibration session (review 10 items together) prevents drift.
How do I handle feedback that fits multiple types?+
Assign one primary type and note the secondary. A user saying "this is broken and I am thinking of switching" is primarily CHURN-RISK (that drives the urgency and routing) with a secondary BUG (that tells engineering what to fix). Route based on the primary type. The secondary type adds context for the receiving team.
Should I classify positive feedback too?+
Yes. Positive feedback tells you what to protect. If 40% of your "praise" feedback mentions one specific feature, that feature is your moat. Do not redesign it. Positive feedback also feeds marketing (testimonials), CS (proof points for renewals), and PM (evidence for doubling down on what works). ---
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