True Causes
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Why do complaints keep rising while the product improves?
Survey requests go out before the problem is solved
a walkthrough with stand-ins — a demonstration, not a finding · sealed
It significantly influences
The same question is answered a hundred times because the help page is wrong
certified · 11 yes · 1 no · 2 abstained
Templates make every reply sound like nobody read the message
certified · 23 yes · 6 no · cross-group
What significantly influences it
Managers see the dashboard, agents see the queue, nobody sees the customer
certified · 12 yes · 2 no
Nobody from product reads the ticket tags
certified · 12 yes · 2 no
Judged not to be linked
New agents take live tickets after three days of training
judged not to · 0 yes · 14 no
Customers repeat their problem to every person they are passed to
judged not to · 0 yes · 14 no
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 · 11 no · 2 abstained
Managers see the dashboard, agents see the queue, nobody sees the customer
judged not to · 4 yes · 24 no · 1 abstained · cross-group
Nobody from product reads the ticket tags
judged not to · 7 yes · 19 no · 3 abstained · cross-group
Escalations go to a team that does not read the ticket history
judged not to · 2 yes · 10 no · 2 abstained
The same question is answered a hundred times because the help page is wrong
judged not to · 2 yes · 12 no
New agents take live tickets after three days of training
judged not to · 2 yes · 10 no · 2 abstained
Customers repeat their problem to every person they are passed to
judged not to · 1 yes · 13 no
The best agents leave within a year
judged not to · 3 yes · 11 no
The phone line closes at five and the emails start at five past
judged not to · 3 yes · 11 no
Templates make every reply sound like nobody read the message
judged not to · 0 yes · 13 no · 1 abstained
Escalations go to a team that does not read the ticket history
judged not to · 7 yes · 22 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/fda56cf-survey-requests-solved
As data: https://truecauses.org/c/b3bc98a/fda56cf.json