Results Night
Project your regulator ranking before it's published, then grade your own call.
The job
Rebuilds a regulator's published ranking for the organisation and its rivals, tests the method on past publications, and projects the next one as a range. It sends the cases that could swing it for closing before the cut-off, then grades itself publicly.
The moment
The app works like an election-night results show for a regulator's published complaints ranking. On the eve of publication it projects the company in 2nd place, too close to call with one rival, with baggage cases deciding it.
Next morning the published ranking confirms 2nd place, by 0.8 complaints per hundred thousand, with 91% of complaints resolved on time.
The screen shows the working: the 41 baggage cases closed before the cut-off on the 28th added 3.2 points to that on-time share.
The track record shows 9 of 11 projections inside their predicted range, with the two misses shown just as prominently. The brief sent the night before proves the projection came first.
What it does
- Save the projection (pre-register)
- Route swing cases with the cut-off as deadline
- Commit a pit stop as an owned fix
- Enter or look up the published figure
- Grade the call
- Send the morning-after grade
- Open verbatims behind a swing seat
What you see
An election-night results show: fixture list, backtest, swingometer, a 'we can now project' reveal and a morning-after grade with a public track record
What it moves
The published position and complaints-per-hundred-thousand figure on the regulator's index, how often projections land inside their range, and deciding cases closed before the cut-off.
Built for
- CX leaders & VoC
- Compliance, complaints & legal
- Branch, store & field managers
- Executives & leadership
