Patient Zero
Finds the first customer who warned you, and counts the days nobody listened.
The job
Measures how late the organisation hears its customers, prices that delay, and turns every past crisis into a standing alert that catches the next early warning sooner.
The moment
Each past crisis is traced back, like a disease outbreak, to the first customer who warned about it: here, an app review at 23:41 on 3 March saying "the code arrives after it expires".
The first internal ticket came on 14 May. In those 71 days, 11,400 complaints came in, costing $1.9 million.
A second curve shows what would have happened if the organisation had listened: complaints level off at about 380 by day 9.
Beside it, three current early warnings follow the same pattern. The head of CX sets a watch on the first before the meeting ends.
What it does
- Request a case file for a theme
- Set a whisper watch
- Assign owner now
- Record or correct the first-action date
- Open the first whisper
What you see
Epidemiology case file: an index-case card, an animated outbreak curve with a ghosted "if we had listened" counterfactual, and a monthly lag-to-notice league
What it moves
The median days from the first customer warning to the first internal action, complaints in that gap, and the cost of ignored warnings each quarter in dollars.
Built for
- CX leaders & VoC
- Risk & fraud
- Marketing, brand & comms
- Product & digital
