Complainant Jury
The customers a partner failed decide whether its fix actually worked.
The job
Checks whether a partner's claimed fix really worked by asking the customers it failed. Their verdict, together with the complaint trend, decides the partner's standing and whether payment is released.
The moment
A contractor says its crews have been retrained to fix a recurring problem.
The 40 residents who complained are asked whether it is fixed, shown as a jury box filling seat by seat. One red seat shows the comment "same cracked tiles".
The jury votes 31 to 9 that it is not fixed, and the complaint trend agrees. The promise goes back to open.
The payment record shows the retained money is held back, with the jury's quotes attached.
What it does
- Pre-register the verdict rule
- Summon the jury
- Confirm a juror's stance
- Reopen a failed pledge and tell the partner
- Hold or release a milestone payment
What you see
Jury box (summoned, deliberating, verdict) beside the passive trend, with a standing ledger
What it moves
The share of claimed partner fixes confirmed by both the jury and the trend, and the retained money held or released based on the evidence.
Built for
- QA, training & knowledge
- CX leaders & VoC
