Surprise Visit Card
Before the leader walks in unannounced, know which counter to ask about.
The job
Tells the leader which site to visit next, prepares the visit with what that site's customers say, down to the counter and the hour, and holds the site to what the leader asked for.
The moment
Before an unannounced visit, the minister gets a card on a phone for the traffic department office being visited, built from what its customers say.
The card says to ask about counter 4 after 11:00: 38 people waited three hours there this month. A live strip adds a post from 47 minutes ago saying counter 4 has closed again.
The minister walks in and asks exactly that.
A month later, the card comes back stamped Fixed. Complaints about the counter are down 70%, while similar offices stayed flat.
What it does
- Log the leader's asks
- Notify the site manager
- Send the card to the leader's phone
- Weekly next-visit digest
- Open site verbatims
What you see
Phone-first boarding-pass card per site, with a live "in the building now" strip and a 30-day stamp
What it moves
The share of requests made on visits that are confirmed fixed within 30 days, and the change in a site's complaint rate after a visit compared with similar sites.
Built for
- Executives & leadership
- Frontline staff
- Branch, store & field managers
