Punchline Radar
Finds the complaints hiding inside jokes, and proves the fix when the joke dies.
The job
Stop sarcasm and humour inflating the sentiment score, and give each running joke about the organisation an owner, a fix and an end date.
The moment
The month's top positive post, 38,000 reposts, says the app's loading wheel is older than my son. The radar traces it and 900 sibling jokes to login timeouts and shows that sarcasm alone lifted positive sentiment by 4-6 points. Three weeks after the fix, the card is framed on the wall: Joke half-life: 6 days (was 40). Has not come back. Retired 14 March by the Identity team. The CX council opens its meeting on the obituary.
What it does
- Open a joke card
- Assign an owner
- Reply in the same register
- Retire the joke and send the obituary
What you see
A sweeping radar of joke blips, joke cards with a spread meter and a half-life clock, and a framed Retired Jokes wall with a monthly obituary
What it moves
Positive-sentiment overstatement corrected (percentage points), share of running jokes with an owner, and median joke half-life after the fix (days)
Built for
- Marketing, brand & comms
- Product & digital
- CX leaders & VoC
