Customer Black Box
The customer's half of every postmortem: when they noticed, what they said, what's owed.
The job
After an incident, attach the customer half to the postmortem (when customers noticed, what they said, who is owed an apology, whether it recurred) and make every recommendation prove itself on the next similar event.
The moment
The postmortem's first line reads Customers detected it 23 minutes before your monitoring, and before the report opens the tape scrolls the first sixty seconds of customer voices, minute-stamped. In an airline's report, the probable-cause paragraph reads a 47-minute silence between the gate change and the first announcement, compounded by the app showing the old gate. Recommendation PX-014 closes three weeks later, when the next gate change at that station produces no spike, and the COO forwards the report to the board unedited.
What it does
- Open an incident and file its report
- Number and assign a recommendation
- Export action items
- Propose monitoring alert rules
- Send apologies to the owed cohort
- Cockpit tape as audio
What you see
Flight-recorder black box: a minute-by-minute customer tape beside the system timeline, written up as an air-accident investigation report with numbered recommendations
What it moves
Detection gap in minutes (customers first vs monitoring), median per month, and recommendations closed as verified per quarter
Built for
- Product & digital
- CX leaders & VoC
- Operations
- Branch, store & field managers
