THE QUESTION
Why do complaints keep rising while the product improves?
Propose what to do, then judge whether each action would move each root.
30 at the table (29 simulated) · 3 actions proposed against 3 root causes. Add one, then judge whether each action moves each cause.
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Score the roots first
why
The method's own practice, before any action is proposed: each root cause is scored 1–5 on how feasible it is to address, how much impact addressing it would have, and how likely it is to resolve by itself with no intervention. Priority goes to roots with high impact, high feasibility and low likelihood of fixing themselves — priority = impact + feasibility − likelihood. Scores are averaged across the group and shown with how many scored.
1 = low, 5 = high. Your own scores; the group's averages beside them.
| root cause | feasible | impact | fixes itself | priority |
|---|---|---|---|---|
| Managers see the dashboard, agents see the queue, nobody sees the customer | – | |||
| Nobody from product reads the ticket tags | – | |||
| Angry customers are moved to the back of the queue by the priority rules | – |
Would each action move each root cause?
Down the side: the actions people proposed. Across the top: the root causes the map found. Every square is one vote on one question — would this action significantly reduce that cause? One side has to reach 75% of the votes cast to settle it; short of that the square stays split.
why
Answered at 75% of votes cast, like every other question here. Split means people voted and neither side reached that bar — it is a result, not a queue, and it stays split until enough people change their minds. A square nobody settles stays undecided; it never turns into a no. Judging each pair on its own is what stops a popular action being credited with fixing things it does not touch.
| ACTION | ROOT CAUSES · does the action on the left reduce it? | ||
|---|---|---|---|
| Managers see the dashboard, agents see the queue, nobody sees the customer | Nobody from product reads the ticket tags | Angry customers are moved to the back of the queue by the priority rules | |
| Measure agents on problems solved at first contact, not tickets closed per hour in focus ↑ · close ✕ | ✓ yes, it reduces this 25 yes / 4 no · 22 of 29 settles it | ✓ yes, it reduces this 27 yes / 2 no · 22 of 29 settles it | ✓ yes, it reduces this 24 yes / 5 no · 22 of 29 settles it |
| Let agents refund up to a set amount without asking discuss | ✗ no, it does not 5 yes / 24 no · 22 of 29 settles it | ✗ no, it does not 5 yes / 24 no · 22 of 29 settles it | ✗ no, it does not 4 yes / 25 no · 22 of 29 settles it |
| A weekly hour where product reads the top ten tags with support in the room discuss | ✓ yes, it reduces this 25 yes / 4 no · 22 of 29 settles it | ✗ no, it does not 5 yes / 24 no · 22 of 29 settles it | ✗ no, it does not 4 yes / 25 no · 22 of 29 settles it |
Highest leverage so far
Measure agents on problems solved at first contact, not tickets closed per hour reduces 3 of 3 root causes
A weekly hour where product reads the top ten tags with support in the room reduces 1 of 3 root causes