True Causes
DA
Bahasa IndonesiaDanskDeutschEnglishEspañolFrançaisItalianoNederlandsNorskPolskiPortuguêsSrpski (latinica)SvenskaTiếng ViệtTürkçeΕλληνικάРусскийСрпски (ћирилица)Українська中文日本語한국어
Why do complaints keep rising while the product improves?
Complaints about one feature spike after every release
a walkthrough with stand-ins — a demonstration, not a finding · sealed
What significantly influences it
Agents who take the time to fix a problem properly miss their numbers
certified · 12 yes · 3 no
Judged not to be linked
Angry customers are moved to the back of the queue by the priority rules
judged not to · 3 yes · 12 no
A customer who complains twice gets the same first reply both times
judged not to · 2 yes · 13 no
Most complaints are about waiting, not about the answer
judged not to · 1 yes · 14 no
Agents who take the time to fix a problem properly miss their numbers
judged not to · 2 yes · 13 no
Agents cannot issue a refund without a manager, and the manager is in meetings
judged not to · 1 yes · 13 no · 1 abstained
The knowledge base is written by people who have never taken a call
judged not to · 1 yes · 13 no · 1 abstained
Refund policy is different on the website, in the app and in the script
judged not to · 2 yes · 12 no · 1 abstained
Complaints are counted only when someone uses the word complaint
judged not to · 0 yes · 15 no
The phone line closes at five and the emails start at five past
judged not to · 0 yes · 15 no
Angry customers are moved to the back of the queue by the priority rules
judged not to · 1 yes · 13 no · 1 abstained
A customer who complains twice gets the same first reply both times
judged not to · 2 yes · 13 no
Most complaints are about waiting, not about the answer
judged not to · 0 yes · 15 no
Agents cannot issue a refund without a manager, and the manager is in meetings
judged not to · 2 yes · 12 no · 1 abstained
The knowledge base is written by people who have never taken a call
judged not to · 2 yes · 13 no
Refund policy is different on the website, in the app and in the script
judged not to · 2 yes · 12 no · 1 abstained
Complaints are counted only when someone uses the word complaint
judged not to · 1 yes · 14 no
The phone line closes at five and the emails start at five past
judged not to · 5 yes · 24 no · cross-group
A group’s judgement, not a measurement. Demo room. On the atlas.
↗ cite or embed this claim
Link: https://truecauses.org/c/b3bc98a/79f5bed-complaints-feature-spike-release
As data: https://truecauses.org/c/b3bc98a/79f5bed.json