Silence Decoder
When complaints go quiet, tells you whether you fixed it or they gave up.
The job
Stops teams declaring victory on fixes that only moved complaints elsewhere or made customers give up. A "we fixed it" message goes out only when the fix is real.
The moment
The app gives every fix one of four verdicts: fixed, moved, gave up or too early. A fix everyone had celebrated gets a grey "Gave up" stamp.
Complaints are down 40%, but customers saying there is "no point reporting" is up three times.
Beside the verdict, the app lists the last things customers said before they went quiet.
The first follow-up call to check the fix comes back: "I stopped reporting, nothing ever happened." The fix is reopened.
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 list of the last things customers said before they went quiet
What it moves
How often, each quarter, a fix marked done turns out to have only moved complaints or made customers give up, and complaints truly resolved compared with those simply silenced.
Built for
- CX leaders & VoC
- Product & digital
