Why do complaints keep rising while the product improves?
a walkthrough with stand-ins — a demonstration, not a finding · 17 certified links · outlined boxes are the roots · tap a claim to read it in full
Showing every action the room judged: it acts directly on 3 of the 5 root causes. It does not act directly on 2.
Angry customers are moved to the back of the queue by the priority rules → 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 scriptManagers see the dashboard, agents see the queue, nobody sees the customer → 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 script → A customer who complains twice gets the same first reply both timesRefund 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 meetingsSurvey requests go out before the problem is solved → The same question is answered a hundred times because the help page is wrongSurvey 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 rulesAngry customers are movedto the back of the queue bythe priority rules①what the shown actions do to this root causeREDUCED BY 1 ACTIONManagers see the dashboard, agents see the queue, nobody sees the customerManagers see the dashboard,agents see the queue,nobody sees the customer①③what the shown actions do to this root causeREDUCED BY 2 ACTIONSNobody from product reads the ticket tagsNobody from product readsthe ticket tags①what the shown actions do to this root causeREDUCED BY 1 ACTIONThe best agents leave within a yearThe best agents leavewithin a yearSurvey requests go out before the problem is solvedSurvey requests go outbefore the problem issolvedAgents who take the time to fix a problem properly miss their numbersAgents who take the time tofix a problem properly misstheir numberswhat the shown actions do to this root causeNO ACTION ACTS ON ITDIRECTLYTemplates make every reply sound like nobody read the messageTemplates make every replysound like nobody read themessageThe same question is answered a hundred times because the help page is wrongThe same question isanswered a hundred timesbecause the help page iswrongComplaints about one feature spike after every releaseComplaints about onefeature spike after everyreleaseRefund policy is different on the website, in the app and in the scriptRefund policy is differenton the website, in the appand in the scriptwhat the shown actions do to this root causeNO ACTION ACTS ON ITDIRECTLYMost complaints are about waiting, not about the answerMost complaints are aboutwaiting, not about theanswerpart of a feedback loop⟳A customer who complains twice gets the same first reply both timesA customer who complainstwice gets the same firstreply both timespart of a feedback loop⟳Agents cannot issue a refund without a manager, and the manager is in meetingsAgents cannot issue arefund without a manager,and the manager is inmeetingsComplaints are counted only when someone uses the word complaintComplaints are counted onlywhen someone uses the wordcomplaint
WHAT WAS PREDICTED TO FOLLOW
Each number on the map marks a root cause that action reduces.
① Measure agents on problems solved at first contact, not tickets closed per hour
we expect: fewer people have to come back a second and third time
measured by: % of contacts resolved at first contact
due 23 Jan 2027
guesses: the room: 59 (median of 15, spread 45 to 72)
② Let agents refund up to a set amount without asking
no prediction about this action yet
③ A weekly hour where product reads the top ten tags with support in the room
no prediction about this action yet
A map from True Causes: a group’s judgement, not a measurement.