Envy Ledger
Every 'why can't you be like them?' becomes a practice you adopt.
The job
Collects every moment customers or citizens compare you unfavourably with a rival, another organisation or another country. It ranks these by people affected and cost, helps you adopt the top practices, and checks the comparisons turn into direct praise.
The moment
Every time citizens compare a service unfavourably with a rival or another country, it is logged. A map draws arrows towards whoever they envy.
A ministry's digital lead sees the thickest arrow: 400 citizens this quarter said "in the neighbouring country it is one screen". It costs about $1.1 million a year in contacts.
The ministry adopts the one-screen process.
Three months later the card turns gold. Those comparisons are down 70%, and 38 citizens praise the new screen by name.
What it does
- Confirm the named practice
- Adopt a practice
- File it to the backlog
- Refresh this week's envies
- Turn a card gold
What you see
Ledger of envy cards that turn gold when retired, with an Envy Map of arrows
What it moves
Unfavourable comparisons for each practice after it is adopted, the yearly contact cost of those still open in US dollars, and the number of cards turned gold each quarter.
Built for
- CX leaders & VoC
- Product & digital
- Citizens & customers
