Punchline Radar
Finds the complaints hiding inside jokes, and proves the fix when the joke fades.
The job
Stops sarcasm and humour from inflating the sentiment score, and gives each running joke about the organisation an owner, a fix and an end date.
The moment
The month's top "positive" post, with 38,000 reposts, jokes that the app's loading wheel is older than the poster's son.
The radar traces it and 900 similar jokes to login timeouts, and shows that sarcasm alone lifted positive sentiment by 4 to 6 points.
Three weeks after the fix, the joke is marked as retired: it now dies down in 6 days instead of 40, and has not come back.
The Identity team, which owned the fix, retired it on 14 March, and the CX council opens its meeting with a short note on the retired joke.
What it does
- Open a joke card
- Assign an owner
- Reply in the same register
- Retire the joke and send the summary
What you see
A radar of joke posts, joke cards with a spread meter and a half-life clock, and a Retired Jokes list with a monthly summary
What it moves
How much positive sentiment was overstated and corrected (in percentage points), the share of running jokes with an owner, and the median days for a joke to die down after the fix.
Built for
- Marketing, brand & comms
- Product & digital
- CX leaders & VoC
