问题
Why do complaints keep rising while the product improves?
把你的贴纸用在最重要的内容上。有证据支持的想法可以占用一个保留席位。
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你的贴纸额度
每个想法最多一张，共 5 张。至少投一票。
有 5 个席位为被忽视的想法保留——附上链接提名一个，当 2 人认同来源相关时就会计入。
为什么
阶段结束时，一名被提名者通过随机抽签入选，其余按提名数入选，每个利益相关方类别最多一个。模型只检查页面是否关于同一主题——从不检查它是否证明了这个主张。那要由房间来判断；没有其他人支持的提名不能占用席位。
Most complaints are about waiting, not about the answer
I mean this shows up in the tags every month.
类别 3
还没有人发言。
类别 1
Agents who take the time to fix a problem properly miss their numbers
5 票讨论
Customers repeat their problem to every person they are passed to
Meaning the trend this year, not one bad week.
11 票讨论
类别 2
New agents take live tickets after three days of training
I mean this shows up in the tags every month.
0 票讨论
Agents are measured on tickets closed per hour
类别 3
Complaints about one feature spike after every release
12 票讨论
Most complaints are about waiting, not about the answer
I mean this shows up in the tags every month.
类别 4
There is no way to tell the product team what customers are asking for
0 票讨论
Nobody from product reads the ticket tags
7 票讨论
未归类
Escalations go to a team that does not read the ticket history
6 票讨论
Staffing is planned on last year's volume
1 票讨论
Complaints are counted only when someone uses the word complaint
I mean this shows up in the tags every month.
6 票讨论
Promotions promise things support has not been told about
Meaning the trend this year, not one bad week.
1 票讨论
The phone line closes at five and the emails start at five past
4 票讨论
Ticket categories were set up years ago and nothing fits them now
Scope: the support desk, not the whole company.
2 票讨论
A customer who complains twice gets the same first reply both times
13 票讨论
The chat bot deflects the easy questions and mangles the hard ones
1 票讨论
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 票讨论
The same question is answered a hundred times because the help page is wrong
Meaning the trend this year, not one bad week.
5 票讨论
Agents cannot issue a refund without a manager, and the manager is in meetings
Scope: the support desk, not the whole company.
4 票讨论
Refund policy is different on the website, in the app and in the script
2 票讨论
Templates make every reply sound like nobody read the message
Scope: the support desk, not the whole company.
9 票讨论
Survey requests go out before the problem is solved
13 票讨论
The knowledge base is written by people who have never taken a call
5 票讨论中（1）
Billing changes are announced to customers after they hit the invoice
Meaning the trend this year, not one bad week.
1 票讨论
Managers see the dashboard, agents see the queue, nobody sees the customer
3 票讨论
Outages are not announced, so support finds out from customers
1 票讨论