Honest Billboard
Every charter promise beside the slogan customers' own words would write.
The job
Sets every published service promise, such as charter commitments, star-rating standards, regulator pledges and app store claims, against what customers say about it. Sends each broken promise to an owner and redraws the customers' version as the gap closes.
The moment
A published service promise, "Services in one visit", sits on a billboard. Beside it is a second billboard written from 3,400 citizens' own words.
The citizens' version reads "In one visit, after the second trip for a missing stamp". 38% of conversations that test the promise report it broken, somewhere between 35 and 41%.
The director assigns an owner in the room.
Two quarters later, the citizens' version reads "One visit, usually", with the old one greyed out beside it. 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
For each charter promise, the share of conversations testing it that report it broken, and the number of promises confirmed each quarter.
Built for
- CX leaders & VoC
- Executives & leadership
- Compliance, complaints & legal
