Honest Billboard
Every charter promise beside the slogan customers' own words would write.
The job
Hold every published service promise (charter commitments, star-rating standards, regulator pledges, app-store claims) against what customers' own words say about it, route each broken promise to an owner, and redraw the customers' version as the gap closes.
The moment
Services in one visit. Beside it, built from 3,400 citizens' words: In one visit, after the second trip for a missing stamp, with 38% of promise-testing conversations reporting a break (range 35-41%). The director assigns an owner in the room. Two quarters later the redraw reads One visit, usually, the old edition greyed beside it, and the minister's office asks for the poster.
What it does
- Add a promise
- Redraw the customers' billboard
- Assign an owner and pre-register the verdict
- Notify the owner
- Print the quarterly poster
What you see
Paired billboards in the brand's own typography with a gap meter, trace-on-hover, greyed previous editions and a quarterly multilingual A1 poster
What it moves
Break share per charter promise (share of promise-testing conversations reporting a break) and the number of promises verified each quarter
Built for
- CX leaders & VoC
- Executives & leadership
- Compliance, complaints & legal
