True Causes
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Why do complaints keep rising while the product improves?
Refund policy is different on the website, in the app and in the script
a walkthrough with stand-ins — a demonstration, not a finding · root cause · sealed
It significantly influences
A customer who complains twice gets the same first reply both times
certified · 14 yes · 1 no
Agents cannot issue a refund without a manager, and the manager is in meetings
certified · 13 yes · 2 no
What significantly influences it
Agents who take the time to fix a problem properly miss their numbers
certified · 12 yes · 2 no · 1 abstained
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
Complaints about one feature spike after every release
judged not to · 2 yes · 12 no · 1 abstained
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 · 6 yes · 21 no · 2 abstained · cross-group
The knowledge base is written by people who have never taken a call
judged not to · 4 yes · 25 no · cross-group
Complaints are counted only when someone uses the word complaint
judged not to · 1 yes · 13 no · 1 abstained
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 · 1 yes · 14 no
Complaints about one feature spike after every release
judged not to · 2 yes · 12 no · 1 abstained
Most complaints are about waiting, not about the answer
judged not to · 2 yes · 13 no
Agents cannot issue a refund without a manager, and the manager is in meetings
judged not to · 0 yes · 14 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
Complaints are counted only when someone uses the word complaint
judged not to · 0 yes · 14 no · 1 abstained
The phone line closes at five and the emails start at five past
judged not to · 0 yes · 14 no · 1 abstained
A group’s judgement, not a measurement. Demo room. On the atlas.
↗ cite or embed this claim
Link: https://truecauses.org/c/b3bc98a/d19a4ac-refund-policy-app-script
As data: https://truecauses.org/c/b3bc98a/d19a4ac.json