Refund Roulette
Same cold burger, eleven different payouts. Spin it, see the bias, stop the wheel.
The job
Shows how differently the same delivery failure gets compensated, and how the loudest customers get the most. Helps you publish one fair compensation menu and prove it cut cost without losing customers.
The moment
In a review meeting, a roulette wheel shows every payout customers got for the same failure: a burger that arrived cold and 25 minutes late.
The wheel spins for polite customers. 70% of the time it lands on an apology and nothing else.
A second spin, for customers who threatened a viral post, lands on a full refund plus a voucher 64% of the time. The room goes quiet.
The team publishes one fair compensation menu. Four weeks later the wheel has only two outcomes, compensation per 1,000 orders is down $1,900 and repeat contacts are flat.
What it does
- Save a menu version
- Publish the menu to helpdesk macros
- Draft the AI agent's policy article
- Back-pay entitled polite customers
- Spin to a real conversation
What you see
A casino roulette wheel per failure type with a double spin (polite vs loud), a house-edge ticker, a make-good menu card and a weekly verdict card
What it moves
Compensation paid per 1,000 orders in dollars, while repeat contacts stay flat, and the fairness gap for each type of failure: how much more often loud customers get paid than polite ones.
Built for
- CX leaders & VoC
- Finance
- Contact-centre operations
- QA, training & knowledge
