The Other 99
Your survey heard 1% of families; here is what the other 99% said.
The job
Sets a survey that only 1% of customers answer beside what everyone else says unprompted, stage by stage, with honest ranges. Finds where people give up, helps fix it and shows the gap close.
The moment
The screen shows 100 dots: one for the families who answered the survey, and 99 for everyone else. The 99 light up with what those families said unprompted, such as "the app rejects my proof of income".
The survey says 82% satisfaction, from just 1% of families. The other 99% come out at 61%, somewhere between 57 and 65%, and they are stuck at the financing stage.
The product owner rolls back the upload change made in release 4.2.
Four weeks later, the gap at the financing stage has closed to 3 points, and the board slide goes out showing it.
What it does
- Log a stage fix
- Send the evidence brief
- Open an app bug
- Stamp the fix verdict
- Send the quarterly board slide
What you see
100-dot reveal, then a split-screen mirror with a red seam per journey stage and an honest-stats footnote strip
What it moves
The gap in satisfaction points at each stage of the journey between the survey and what customers say unprompted, and unprompted satisfaction at the worst stage.
Built for
- CX leaders & VoC
- Product & digital
- Executives & leadership
