Happiness Debt Ledger
Find centres borrowing customer satisfaction from worn-out staff, and repay before it's due.
The job
Shows, for each centre or branch, whether customer satisfaction relies on staff goodwill that is running out, how long customers take to feel changes in staff happiness, and which staff initiatives reached customers. Leaders fund relief before the customer index drops.
The moment
Each centre's customer satisfaction is shown as a loan against staff goodwill. The top centre on the customer table is the most in debt: staff scores fell 12 points over two surveys since a hiring freeze.
Customers feel staff changes about seven weeks later, so the dip falls due eleven days before the annual customer index closes.
From the same screen, the HR director approves two transfers and reopens the rest area. That afternoon staff get a "you said, we did" note.
At the next survey staff scores recover. When the due date passes, the predicted dip hits a similar centre that did nothing, and this centre is marked repaid. The page is added to the centre's award submission.
What it does
- Log a planned staff initiative
- Request approval from the HR director and centre manager
- Send the centre's staff a "you said, we did" note
- Refresh the lag estimate
- Build the excellence evidence chapter
- Drill any line item to verbatims
What you see
A mirror scatter that opens onto a loan statement per centre with escalating notices, a bills-due calendar counting down to the index close, and an initiative library for the wall screen.
What it moves
Centres that repay their staff debt before it falls due, customer points protected before the index closes, and customer points gained per dollar spent on staff initiatives.
Built for
- HR & employee experience
- Contact-centre operations
- Branch, store & field managers
