True Causes
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7/7 · Actions · viewing Map
30 people · 27 ideas
walkthrough · not counted
obstacles · anyone with the link · listed publicly · federation on
stewarded by its steward (sealed)
30 people · 27 ideas · 2 groups
Passport → · Logic → · record
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On another site, as a live map:
As a picture: https://truecauses.org/d/b3bc98a/map.svg
As data: every judged pair in this room (CSV). Each claim has its own address, /c/b3bc98a/<card>, listed under the map.
Credit when you publish: Causal map: True Causes, https://truecauses.org/d/b3bc98a
THE QUESTION

Why do complaints keep rising while the product improves?

The root causes, deepest first. Disagreements stay on the map.

closed · back to Actions
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The map
Root causes on the left, outlined in green. Tap a claim to see its chain.
a link the room certified contested: the room could not settle it
Angry customers are moved to the back of the queue by the priority rul → Agents who take the time to fix a problem properly miss their numbersA customer who complains twice gets the same first reply both times → Most complaints are about waiting, not about the answerA customer who complains twice gets the same first reply both times → Complaints are counted only when someone uses the word complaintMost complaints are about waiting, not about the answer → A customer who complains twice gets the same first reply both timesMost complaints are about waiting, not about the answer → Complaints are counted only when someone uses the word complaintAgents who take the time to fix a problem properly miss their numbers → Complaints about one feature spike after every releaseAgents who take the time to fix a problem properly miss their numbers → Refund policy is different on the website, in the app and in the scripManagers see the dashboard, agents see the queue, nobody sees the cust → Survey requests go out before the problem is solvedNobody from product reads the ticket tags → The best agents leave within a yearNobody from product reads the ticket tags → Survey requests go out before the problem is solvedRefund policy is different on the website, in the app and in the scrip → A customer who complains twice gets the same first reply both timesRefund policy is different on the website, in the app and in the scrip → Agents cannot issue a refund without a manager, and the manager is in Survey requests go out before the problem is solved → The same question is answered a hundred times because the help page isSurvey requests go out before the problem is solved → Templates make every reply sound like nobody read the messageAngry customers are moved to the back of the queue by the priority rulAngry customers are movedto the back of the queue b…Managers see the dashboard, agents see the queue, nobody sees the custManagers see the dashboard,agents see the queue,…Nobody from product reads the ticket tagsNobody from product reads…clusterCLUSTER 4The best agents leave within a yearThe best agents leavewithin a yearSurvey requests go out before the problem is solvedSurvey requests go outbefore the problem is…Agents who take the time to fix a problem properly miss their numbersAgents who take the time t…clusterCLUSTER 1Templates make every reply sound like nobody read the messageTemplates make every replysound like nobody read the…The same question is answered a hundred times because the help page isThe same question isanswered a hundred times…Complaints about one feature spike after every releaseComplaints about one…clusterCLUSTER 3Refund policy is different on the website, in the app and in the scripRefund policy is differenton the website, in the app…Most complaints are about waiting, not about the answerMost complaints are about…part of a feedback loop⟳clusterCLUSTER 3A customer who complains twice gets the same first reply both timesA customer who complainstwice gets the same first…part of a feedback loop⟳Agents cannot issue a refund without a manager, and the manager is in Agents cannot issue arefund without a manager,…Complaints are counted only when someone uses the word complaintComplaints are counted onlywhen someone uses the word…
Show what the room would do about each cause
Every claim on this map, with its own address (14)
Most complaints are about waiting, not about the answer
Complaints are counted only when someone uses the word complaint
Agents who take the time to fix a problem properly miss their numbers
Complaints about one feature spike after every release
Angry customers are moved to the back of the queue by the priority rules
A customer who complains twice gets the same first reply both times
Refund policy is different on the website, in the app and in the script
Agents cannot issue a refund without a manager, and the manager is in meetings
Survey requests go out before the problem is solved
The same question is answered a hundred times because the help page is wrong
Nobody from product reads the ticket tags
Managers see the dashboard, agents see the queue, nobody sees the customer
The best agents leave within a year
Templates make every reply sound like nobody read the message
Each page says what the room certified around the claim, with the counts, and can be cited, embedded, or read as JSON.
FOUND BY THIS ROOM · 17
Nobody from product reads the ticket tags→Survey requests go out before the problem is solved
→The best agents leave within a year
→The same question is answered a hundred times because the help page is
Angry customers are moved to the back of the queue by the priority rul→Agents who take the time to fix a problem properly miss their numbers
→Complaints are counted only when someone uses the word complaint
Managers see the dashboard, agents see the queue, nobody sees the cust→Survey requests go out before the problem is solved
Agents who take the time to fix a problem properly miss their numbers→Complaints about one feature spike after every release
→Refund policy is different on the website, in the app and in the scrip
→Complaints are counted only when someone uses the word complaint
Survey requests go out before the problem is solved→Templates make every reply sound like nobody read the message
→The same question is answered a hundred times because the help page is
Refund policy is different on the website, in the app and in the scrip→A customer who complains twice gets the same first reply both times
→Agents cannot issue a refund without a manager, and the manager is in
A customer who complains twice gets the same first reply both times⇄Most complaints are about waiting, not about the answer
→Complaints are counted only when someone uses the word complaint
Most complaints are about waiting, not about the answer⇄A customer who complains twice gets the same first reply both times
→Complaints are counted only when someone uses the word complaint
what to do about these →