Who Knew First
Replay every incident as a race: which door heard it first.
The job
Shows, for every incident, when each channel and team first knew, from the support queue and social media to the status page and the leader's briefing. It helps fix the slowest handoffs and tracks how far the organisation runs behind its customers.
The moment
In the incident review, an incident is replayed as a relay race between every place that could have heard about it, from the support queue and social media to the status page.
The support queue crosses the line first, carrying a real customer message: "is the price going up? I got charged more".
The status page crosses 27 hours later, long after the race is decided.
That afternoon the head of customer experience moves support queue messages to the front of the watch list.
What it does
- Record lane times
- Log an internal lane time by hand
- Open a baton-drop fix
- Verify or close a fix
- Share the race as a PDF
What you see
Animated relay race with a finishing order, a baton-drop league and a quarterly trend
What it moves
How many minutes the organisation runs behind its own customers, as a median each quarter, and the number of fixed handoffs confirmed.
Built for
- CX leaders & VoC
- Product & digital
