The Long Wait Five
The five people we've failed longest; the leader adopts one to verified resolution.
The job
Puts the organisation's longest-suffering individual customers in front of the leader, lets the leader personally adopt a case, and proves it is resolved in the customer's own words.
The moment
The leader's board shows the five customers the organisation has failed for longest. The CEO adopts one, a customer who has called eleven times about a frozen account.
Nine days later, the owner marks it fixed.
During the executive meeting, a call to check with the customer completes, and the transcript appears on the card: "finally someone listened".
The card turns green in front of the room.
What it does
- Adopt a case
- Verification call on the office's behalf
- Reopen
- Promote root cause to a directive
What you see
Five-card adoption board (masked) with a personal clock and a verification transcript that flips the card
What it moves
The median days from adoption to a verified fix, and how often the longest-waiting customers get in touch again, for example against a regulator's target of 25% or lower.
Built for
- Executives & leadership
- CX leaders & VoC
- Frontline staff
- Compliance, complaints & legal
