Patient Zero
Finds the first customer who warned you, and counts the days nobody listened.
The job
Measure how late you hear your customers, price that lateness, and turn every past crisis into a standing sensor that catches the next whisper sooner.
The moment
Patient Zero: 3 March, 23:41, an app review: "the code arrives after it expires". First internal ticket: 14 May. 71 days, 11,400 complaints, $1.9M. The outbreak curve plays, the ghost curve flattens at about 380 complaints on day 9, and beside it three live whispers already share the same shape. The head of CX sets a watch on the first one 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
Median lag-to-notice (days from the first customer whisper to the first internal action), complaints in the gap, and the quarterly cost of ignored warnings in dollars
Built for
- CX leaders & VoC
- Risk & fraud
- Marketing, brand & comms
- Product & digital
