Heard It Next Door
Find fans who hear the goal before they see it, then close the gap.
The job
Finds where fans learn of a goal before they see it, from neighbours, a group chat or your own push notification, by device and network. It links this to talk of cancelling and proves the delay fix at the next derby.
The moment
The boardroom replays a goal at 67:12 as fans heard it: the neighbours' cheer, then 38 seconds of nothing, then the cheer from the streaming app.
1,400 fans complained about it, mostly on one TV platform. Fans who had the goal spoiled mention cancelling 2.3 times more than other match contacts.
The team switches on a lower-delay streaming setting and holds back the score notification.
At the next derby the gap is 6 seconds, and the winning goal draws 90 spoiler complaints instead of 1,400.
What it does
- Log a latency fix with a prediction
- Add as Starting Eleven's latency position
- Raise an engineering ticket
- Request a push-timing change
- Publish a Support delay macro
What you see
Goal-replay timeline with a spoiler lane of verbatims under each goal, an audible neighbours-vs-app gap, and a peak-season episode-twist lane.
What it moves
Spoiler complaints per 1,000 match contacts on the flagged device type, the median delay fans quote in seconds, and how much more spoiled fans talk of cancelling than other match contacts.
Built for
- Product & digital
- CX leaders & VoC
- Citizens & customers
