The Unwritten Charter
The rights your customers believe they have, beside the ones you promise.
The job
Find the expectations customers hold as rights, where they came from and what they cost, and close each gap by adopting, explaining or correcting it.
The moment
Article 3: if you cancel my flight, you owe me a hotel. Asserted by 62-70% of complainants about cancellations. Your policy: only for delays over six hours. Source: a rival's policy and one viral post. Cost: 2,300 escalations a quarter. The legal lead realises the anger is about an expectation, not the delay, and the COO signs Article 3 as an amendment.
What it does
- Decide adopt / explain / correct
- Draft an explanation in the customer's own words
- Send the explanation to the KB and AI agent owner
- Correct the source
- Countersign and publish an amendment
What you see
An official-looking charter of numbered, footnoted articles beside the published one, with a signature page for amendments
What it moves
Escalations and regulator referrals driven by false expectations, per quarter; share of complainants asserting a right the policy does not grant
Built for
- Compliance, complaints & legal
- QA, training & knowledge
