{"id": "9d12e62", "room": "b3bc98a", "text": "Agents who take the time to fix a problem properly miss their numbers", "url": "https://truecauses.org/c/b3bc98a/9d12e62-agents-time-properly", "json": "https://truecauses.org/c/b3bc98a/9d12e62.json", "embed": "https://truecauses.org/embed/b3bc98a/9d12e62", "room_url": "https://truecauses.org/d/b3bc98a", "question": "Why do complaints keep rising while the product improves?", "kind": "barriers", "relation": "significantly influences", "source": "walkthrough", "demonstration": true, "room_is": "a walkthrough with stand-ins — a demonstration, not a finding", "stands": false, "stage": 6, "sealed": true, "root": true, "shortlisted": true, "leads_to": ["79f5bed", "d19a4ac", "df6d588"], "comes_from": ["22aaf4e"], "links": [{"pair": "22aaf4e>9d12e62", "role": "effect", "other": {"id": "22aaf4e", "text": "Angry customers are moved to the back of the queue by the priority rules", "url": "https://truecauses.org/c/b3bc98a/22aaf4e-angry-customers-moved-queue-priority"}, "verdict": "yes", "by": "panel", "votes": {"yes": 11, "no": 2, "abstain": 2}}, {"pair": "2fc1fca>9d12e62", "role": "effect", "other": {"id": "2fc1fca", "text": "A customer who complains twice gets the same first reply both times", "url": "https://truecauses.org/c/b3bc98a/2fc1fca-customer-complains-reply-times"}, "verdict": "no", "by": "panel", "votes": {"yes": 3, "no": 11, "abstain": 1}}, {"pair": "79f5bed>9d12e62", "role": "effect", "other": {"id": "79f5bed", "text": "Complaints about one feature spike after every release", "url": "https://truecauses.org/c/b3bc98a/79f5bed-complaints-feature-spike-release"}, "verdict": "no", "by": "panel", "votes": {"yes": 2, "no": 13, "abstain": 0}}, {"pair": "97594d4>9d12e62", "role": "effect", "other": {"id": "97594d4", "text": "Most complaints are about waiting, not about the answer", "url": "https://truecauses.org/c/b3bc98a/97594d4-complaints-waiting-answer"}, "verdict": "no", "by": "panel", "votes": {"yes": 0, "no": 15, "abstain": 0}}, {"pair": "9d12e62>22aaf4e", "role": "cause", "other": {"id": "22aaf4e", "text": "Angry customers are moved to the back of the queue by the priority rules", "url": "https://truecauses.org/c/b3bc98a/22aaf4e-angry-customers-moved-queue-priority"}, "verdict": "no", "by": "panel", "votes": {"yes": 1, "no": 13, "abstain": 1}}, {"pair": "9d12e62>2fc1fca", "role": "cause", "other": {"id": "2fc1fca", "text": "A customer who complains twice gets the same first reply both times", "url": "https://truecauses.org/c/b3bc98a/2fc1fca-customer-complains-reply-times"}, "verdict": "no", "by": "panel", "votes": {"yes": 1, "no": 13, "abstain": 1}}, {"pair": "9d12e62>79f5bed", "role": "cause", "other": {"id": "79f5bed", "text": "Complaints about one feature spike after every release", "url": "https://truecauses.org/c/b3bc98a/79f5bed-complaints-feature-spike-release"}, "verdict": "yes", "by": "panel", "votes": {"yes": 12, "no": 3, "abstain": 0}}, {"pair": "9d12e62>97594d4", "role": "cause", "other": {"id": "97594d4", "text": "Most complaints are about waiting, not about the answer", "url": "https://truecauses.org/c/b3bc98a/97594d4-complaints-waiting-answer"}, "verdict": "no", "by": "panel", "votes": {"yes": 1, "no": 13, "abstain": 1}}, {"pair": "9d12e62>c4c10ce", "role": "cause", "other": {"id": "c4c10ce", "text": "Agents cannot issue a refund without a manager, and the manager is in meetings", "url": "https://truecauses.org/c/b3bc98a/c4c10ce-agents-issue-refund-manager-manager"}, "verdict": "no", "by": "panel", "votes": {"yes": 1, "no": 13, "abstain": 1}}, {"pair": "9d12e62>ca02a44", "role": "cause", "other": {"id": "ca02a44", "text": "The knowledge base is written by people who have never taken a call", "url": "https://truecauses.org/c/b3bc98a/ca02a44-knowledge-base-written-people"}, "verdict": "no", "by": "panel", "votes": {"yes": 1, "no": 13, "abstain": 1}}, {"pair": "9d12e62>d19a4ac", "role": "cause", "other": {"id": "d19a4ac", "text": "Refund policy is different on the website, in the app and in the script", "url": "https://truecauses.org/c/b3bc98a/d19a4ac-refund-policy-app-script"}, "verdict": "yes", "by": "panel", "votes": {"yes": 12, "no": 2, "abstain": 1}}, {"pair": "9d12e62>df6d588", "role": "cause", "other": {"id": "df6d588", "text": "Complaints are counted only when someone uses the word complaint", "url": "https://truecauses.org/c/b3bc98a/df6d588-complaints-counted-complaint"}, "verdict": "inferred", "by": "inferred", "votes": {"yes": 5, "no": 10, "abstain": 0}}, {"pair": "9d12e62>e069e66", "role": "cause", "other": {"id": "e069e66", "text": "The phone line closes at five and the emails start at five past", "url": "https://truecauses.org/c/b3bc98a/e069e66-phone-closes-emails-start"}, "verdict": "no", "by": "panel", "votes": {"yes": 1, "no": 14, "abstain": 0}}, {"pair": "c4c10ce>9d12e62", "role": "effect", "other": {"id": "c4c10ce", "text": "Agents cannot issue a refund without a manager, and the manager is in meetings", "url": "https://truecauses.org/c/b3bc98a/c4c10ce-agents-issue-refund-manager-manager"}, "verdict": "no", "by": "panel", "votes": {"yes": 1, "no": 12, "abstain": 2}}, {"pair": "ca02a44>9d12e62", "role": "effect", "other": {"id": "ca02a44", "text": "The knowledge base is written by people who have never taken a call", "url": "https://truecauses.org/c/b3bc98a/ca02a44-knowledge-base-written-people"}, "verdict": "no", "by": "panel", "votes": {"yes": 2, "no": 13, "abstain": 0}}, {"pair": "d19a4ac>9d12e62", "role": "effect", "other": {"id": "d19a4ac", "text": "Refund policy is different on the website, in the app and in the script", "url": "https://truecauses.org/c/b3bc98a/d19a4ac-refund-policy-app-script"}, "verdict": "no", "by": "cross-group", "votes": {"yes": 6, "no": 21, "abstain": 2}}, {"pair": "df6d588>9d12e62", "role": "effect", "other": {"id": "df6d588", "text": "Complaints are counted only when someone uses the word complaint", "url": "https://truecauses.org/c/b3bc98a/df6d588-complaints-counted-complaint"}, "verdict": "no", "by": "panel", "votes": {"yes": 2, "no": 12, "abstain": 1}}, {"pair": "e069e66>9d12e62", "role": "effect", "other": {"id": "e069e66", "text": "The phone line closes at five and the emails start at five past", "url": "https://truecauses.org/c/b3bc98a/e069e66-phone-closes-emails-start"}, "verdict": "no", "by": "panel", "votes": {"yes": 2, "no": 13, "abstain": 0}}], "atlas": {"id": "n4f1e183f1ee49a79", "url": "https://truecauses.org/atlas?q=Agents%20who%20take%20the%20time%20to%20fix%20a%20problem%20properly%20miss%20thei"}, "note": "a group’s judgement, not a measurement. Demo room", "attribution": "Causal map: True Causes, https://truecauses.org/d/b3bc98a"}