Surprise Visit Card
Before the leader walks in unannounced, know which counter to ask about.
The job
Tell the leader which site to visit next, arm the visit with that site's customer voice down to the counter and the hour, and hold the site to what the leader asked for.
The moment
The minister walks into a traffic department holding a card that says ask about counter 4 after 11:00: 38 people waited three hours this month, and the strip adds posted 47 minutes ago: counter 4 closed again. He asks exactly that. A month later the card comes back stamped Fixed: counter complaints down 70% vs peers 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
Share of visit asks verified Fixed within 30 days, and site complaint rate change vs peers after a visit
Built for
- Executives & leadership
- Frontline staff
- Branch, store & field managers
