THE QUESTION
Why do complaints keep rising while the product improves?
Spend your stickers on what matters most. An idea with evidence can take a held seat.
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Your sticker budget
One per idea, 5 total. Floor is one vote.
5 places are held for overlooked ideas — nominate one with a link, and it counts once 2 people agree the source is relevant.
why
At stage close one nominee enters by random draw and the rest by nomination count, at most one per stakeholder class. A model checks only whether the page is about the same subject — never whether it proves the claim. That judgement is the room's, and a nomination nobody else stands behind takes no seat.
CLUSTER 1
Agents who take the time to fix a problem properly miss their numbers
5 votesdiscuss
Customers repeat their problem to every person they are passed to
Meaning the trend this year, not one bad week.
11 votesdiscuss
CLUSTER 2
New agents take live tickets after three days of training
I mean this shows up in the tags every month.
0 votesdiscuss
Agents are measured on tickets closed per hour
0 votes
↳ nominated for a seat: https://example.org/ops-incident-review.pdf could not read it (HTTPError) 1 of 2 behind it
discussCLUSTER 3
Complaints about one feature spike after every release
12 votesdiscuss
Most complaints are about waiting, not about the answer
I mean this shows up in the tags every month.
15 votesdiscuss
CLUSTER 4
Nobody from product reads the ticket tags
7 votesdiscuss
There is no way to tell the product team what customers are asking for
0 votesdiscuss
NOT CLUSTERED
Managers see the dashboard, agents see the queue, nobody sees the customer
3 votesdiscuss
Promotions promise things support has not been told about
Meaning the trend this year, not one bad week.
1 votesdiscuss
Outages are not announced, so support finds out from customers
1 votesdiscuss
The knowledge base is written by people who have never taken a call
5 votesdiscussing (1)
Complaints are counted only when someone uses the word complaint
I mean this shows up in the tags every month.
6 votesdiscuss
Refund policy is different on the website, in the app and in the script
2 votesdiscuss
A customer who complains twice gets the same first reply both times
13 votesdiscuss
The chat bot deflects the easy questions and mangles the hard ones
1 votesin focus ↑ · close ✕
Angry customers are moved to the back of the queue by the priority rules
I mean this shows up in the tags every month.
6 votesdiscuss
Agents cannot issue a refund without a manager, and the manager is in meetings
Scope: the support desk, not the whole company.
4 votesdiscuss
Billing changes are announced to customers after they hit the invoice
Meaning the trend this year, not one bad week.
1 votesdiscuss
Staffing is planned on last year's volume
1 votesdiscuss
Survey requests go out before the problem is solved
13 votesdiscuss
The phone line closes at five and the emails start at five past
4 votesdiscuss
Ticket categories were set up years ago and nothing fits them now
Scope: the support desk, not the whole company.
2 votesdiscuss
Escalations go to a team that does not read the ticket history
6 votesdiscuss
The same question is answered a hundred times because the help page is wrong
Meaning the trend this year, not one bad week.
5 votesdiscuss
Templates make every reply sound like nobody read the message
Scope: the support desk, not the whole company.
9 votesdiscuss