The Fix Ballot
The people closest to the pain vote the next fix, then confirm it landed.
The job
Lets the people who face customers, and optionally the customers who reported problems, choose which customer problems get fixed first. Then proves whether their picks cut complaints more than headquarters' picks did.
The moment
Frontline staff vote, like an election, on which customer problems get fixed first. Headquarters picks its own fixes alongside.
The quarterly review opens on one slide: fixes the frontline chose cut complaints by 31%, while fixes headquarters chose cut them by 12%. That's 9 fixes against 7, with error ranges shown.
Next comes a wall of residents' own before-and-after photos of a school bus stop that now has shade.
91% of voters tapped to confirm the fix was delivered.
What it does
- Send the ballot
- Collect votes and remove duplicates
- Close the ballot and fund winners
- Tell voters and ask "delivered?"
- Publish results outside OnClarity
What you see
Ballot and election-night results room, ending in a before/after photo mosaic
What it moves
How much funded fixes cut complaints, comparing fixes chosen by frontline staff with those chosen by headquarters, and the share of voters who confirm the fix was delivered.
Built for
- Operations
- Branch, store & field managers
- Frontline staff
- Citizens & customers
