True Causes
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Why do complaints keep rising while the product improves?
The same question is answered a hundred times because the help page is wrong
a walkthrough with stand-ins — a demonstration, not a finding · sealed
What significantly influences it
Nobody from product reads the ticket tags
certified · 11 yes · 1 no · 2 abstained
Survey requests go out before the problem is solved
certified · 11 yes · 1 no · 2 abstained
Judged not to be linked
New agents take live tickets after three days of training
judged not to · 2 yes · 12 no
Customers repeat their problem to every person they are passed to
judged not to · 2 yes · 12 no
The best agents leave within a year
judged not to · 0 yes · 14 no
The phone line closes at five and the emails start at five past
judged not to · 6 yes · 23 no · cross-group
Templates make every reply sound like nobody read the message
judged not to · 0 yes · 12 no · 2 abstained
Managers see the dashboard, agents see the queue, nobody sees the customer
judged not to · 1 yes · 13 no
Nobody from product reads the ticket tags
judged not to · 1 yes · 13 no
Escalations go to a team that does not read the ticket history
judged not to · 2 yes · 11 no · 1 abstained
Survey requests go out before the problem is solved
judged not to · 2 yes · 12 no
New agents take live tickets after three days of training
judged not to · 2 yes · 11 no · 1 abstained
Customers repeat their problem to every person they are passed to
judged not to · 2 yes · 11 no · 1 abstained
The best agents leave within a year
judged not to · 2 yes · 10 no · 2 abstained
The phone line closes at five and the emails start at five past
judged not to · 1 yes · 12 no · 1 abstained
Templates make every reply sound like nobody read the message
judged not to · 0 yes · 13 no · 1 abstained
Managers see the dashboard, agents see the queue, nobody sees the customer
judged not to · 1 yes · 13 no
Escalations go to a team that does not read the ticket history
judged not to · 1 yes · 13 no
A group’s judgement, not a measurement. Demo room. On the atlas.
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