Customer Black Box
The customer's half of every postmortem: when they noticed, what they said, what's owed.
The job
After an incident, adds the customer's side to the postmortem: when customers noticed, what they said, who is owed an apology and whether it happened again. Makes every recommendation prove itself at the next similar event.
The moment
After an incident, the postmortem report adds the customer's side, like a flight recorder. Before it opens, a tape plays the first sixty seconds of customer voices, stamped by the minute.
The report's first line says customers spotted the problem 23 minutes before the company's monitoring did.
In an airline's report, the probable cause reads: a 47-minute silence between the gate change and the first announcement, made worse by the app showing the old gate.
Recommendation PX-014 closes three weeks later, when the next gate change at that station causes no spike. 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
How many minutes before monitoring customers noticed a problem (median per month), and recommendations closed as verified each quarter.
Built for
- Product & digital
- CX leaders & VoC
- Operations
- Branch, store & field managers
