Figure Passport
Every published customer figure carries a passport, re-stamped before anyone else checks it.
The job
Makes every customer figure that leaves the building traceable, repeatable and still true. Catches unsafe wording before it is published, and warns the owner of any drift before a journalist or regulator finds it.
The moment
Each published customer figure carries a "passport" that records how it was made, re-stamped at every check. A journalist calls about the minister's claim that complaints fell 31%.
The press officer types in the figure's reference and, in twenty seconds, reads its definition, time period and range. It was re-checked that morning: still true, a fall of 29 to 33%, from 48,210 records.
The same week, another figure due in Thursday's performance submission turns red. A fall of 18% is now 11%, because 2,300 tickets from one agency arrived late.
The person who issued it has the corrected sentence two days before the submission closes.
What it does
- Issue a passport
- Stamp a batch of passports
- Send a restatement alert
- Sign a pre-submission certificate
- Drill to the verbatims behind a figure
What you see
A passport booklet for each figure, with a visa stamp for every re-check, a pre-flight check at the writer's desk and a submission certificate
What it moves
Published figures corrected after an outsider found the drift, with a target of zero, minutes to answer a journalist or regulator about a figure, and the share of submission figures certified still true before the deadline.
Built for
- Marketing, brand & comms
- Regulators & auditors
- CX leaders & VoC
