Yellow Card Review
Partners get referee cards backed by customer evidence, and must earn them back.
The job
Runs the monthly partner meeting on customer evidence of partner faults. Partners get yellow or red cards with a penalty or credit, can challenge whether a fault is theirs in a replay review, agree a plan and are checked the next month.
The moment
At the monthly partner meeting, each partner gets a referee's card backed by customer evidence. A catering partner's yellow card flips over on the wall.
Behind it are 31 customer comments about cold meals on one route, and $186,000 in penalties under clause 7.2 of the contract.
The caterer challenges the evidence in a referee-style replay review and wins back 4 of the 31, which are marked as reversed.
The next month the card turns green, and the caterer asks for the evidence pack to retrain its own kitchen.
What it does
- Issue a card and plan
- Send the evidence pack
- Escalate a red card to contracts
- Rule on a VAR challenge
- Flip the card green
- Drill to verbatims
What you see
Referee cards (yellow, red, green) on a pitch, with a VAR replay screen and a recovery ledger
What it moves
Complaints caused by partners per 1,000 orders, flights, deliveries or installations, month on month, and the dollars recovered in penalties or credits.
Built for
- Partners & ecosystem
- Finance
- CX leaders & VoC
