True Causes
VI
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Why do complaints keep rising while the product improves?
Most complaints are about waiting, not about the answer
a walkthrough with stand-ins — a demonstration, not a finding · sealed
It significantly influences
A customer who complains twice gets the same first reply both times
certified · 12 yes · 2 no · 1 abstained
Complaints are counted only when someone uses the word complaint
certified · 12 yes · 3 no
What significantly influences it
A customer who complains twice gets the same first reply both times
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 · 2 yes · 13 no
Complaints about one feature spike after every release
judged not to · 0 yes · 15 no
Agents who take the time to fix a problem properly miss their numbers
judged not to · 0 yes · 15 no
Agents cannot issue a refund without a manager, and the manager is in meetings
judged not to · 0 yes · 15 no
The knowledge base is written by people who have never taken a call
judged not to · 5 yes · 24 no · cross-group
Refund policy is different on the website, in the app and in the script
judged not to · 2 yes · 13 no
The phone line closes at five and the emails start at five past
judged not to · 2 yes · 12 no · 1 abstained
Angry customers are moved to the back of the queue by the priority rules
judged not to · 1 yes · 14 no
Complaints about one feature spike after every release
judged not to · 1 yes · 14 no
Agents who take the time to fix a problem properly miss their numbers
judged not to · 1 yes · 13 no · 1 abstained
Agents cannot issue a refund without a manager, and the manager is in meetings
judged not to · 0 yes · 15 no
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 · 1 yes · 14 no
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 · 3 yes · 12 no
A group’s judgement, not a measurement. Demo room. On the atlas.
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Link: https://truecauses.org/c/b3bc98a/97594d4-complaints-waiting-answer
As data: https://truecauses.org/c/b3bc98a/97594d4.json