Branch Mascot
Each site keeps a creature alive by fixing what its customers complain about.
The job
Gives each team a shared, blame-free and playful sign of how its customers feel, where the only way to help is to fix what customers complain about. Regional leaders see which sites need help without shaming anyone.
The moment
Each store has a virtual pet on the staff-room TV that stays healthy only when customer complaints fall. After a spike in complaints about expired milk, the store's falcon droops.
The team logs its fix: date checks moved to 06:00.
Four days later, the complaint trend confirms the fix. The falcon returns to its perch with a new feather, "Fresh-date check", and the staff cheer.
At head office the same falcon perks up on the regional wall, and the area manager copies the fix to two other stores.
What it does
- Log a fix
- Stamp fix verdicts
- Acknowledge a drooping site / add it to Monday review
- Email the Monday review list
- Drill to what customers said
What you see
Virtual pet game on the staff-room TV, a regional habitat wall with feathers for verified fixes, and a desktop fix log
What it moves
Confirmed fixes per site per month (fixes after which complaints on that theme fell below their pre-fix range), and the number of days per month a site's mascot spends drooping.
Built for
- Frontline staff
- Branch, store & field managers
- Contact-centre operations
