Silence Decoder
When complaints go quiet, tells you whether you fixed it or they gave up.
Listen
Reason
Act
Verify
Learn
Closes 5 of 5: Listen, Reason, Act, Verify, Learn
The job
Stop declaring victory on fixes that only moved or silenced the complaint, and release 'we fixed it' messages only when the fix is real.
The moment
Example, illustrative figures
The fix everyone celebrated gets a grey Gave up stamp: complaints down 40%, but no point reporting language up three times. The last words roll like credits, and two minutes later the first verification call comes back: I stopped reporting, nothing ever happened.
What it does
- Reopen the fix in its registry
- Notify the owner
- Start a verification call wave
- Tell every complainant it's fixed
- Open resignation quotes / share verdict
What you see
Four-way verdict stamp per fix (Fixed / Moved / Gave up / Too early) with a closing-credits 'last words' reel
What it moves
False-victory rate (share of 'done' fixes stamped Moved or Gave up) per quarter; complaints genuinely resolved vs merely silenced
Built for
- CX leaders & VoC
- Product & digital
