True Causes
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Why do complaints keep rising while the product improves?
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walkthrough · not counted
anyone with the link · listed publicly · federation on
30 people · 27 ideas · 2 groups
Logic → · record
THE QUESTION

Why do complaints keep rising while the product improves?

The causes, deepest first. Disagreements stay on the map.

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The map
Left to right: deepest causes first; outlined green boxes are the roots. Only direct links are drawn — a link implied by a path is on the record, not in the picture. Dashed red is contested. Hover for full text.
Angry customers are moved to the back of the queue by the priority rul → Agents who take the time to fix a problem properly miss their numbersA customer who complains twice gets the same first reply both times → Most complaints are about waiting, not about the answerA customer who complains twice gets the same first reply both times → Complaints are counted only when someone uses the word complaintMost complaints are about waiting, not about the answer → A customer who complains twice gets the same first reply both timesMost complaints are about waiting, not about the answer → Complaints are counted only when someone uses the word complaintAgents who take the time to fix a problem properly miss their numbers → Complaints about one feature spike after every releaseAgents who take the time to fix a problem properly miss their numbers → Refund policy is different on the website, in the app and in the scripManagers see the dashboard, agents see the queue, nobody sees the cust → Survey requests go out before the problem is solvedNobody from product reads the ticket tags → The best agents leave within a yearNobody from product reads the ticket tags → Survey requests go out before the problem is solvedRefund policy is different on the website, in the app and in the scrip → A customer who complains twice gets the same first reply both timesRefund policy is different on the website, in the app and in the scrip → Agents cannot issue a refund without a manager, and the manager is in Survey requests go out before the problem is solved → The same question is answered a hundred times because the help page isSurvey requests go out before the problem is solved → Templates make every reply sound like nobody read the messageAngry customers are moved to the back of the queue by the priority rulAngry customers are movedto the back of the queue b…Managers see the dashboard, agents see the queue, nobody sees the custManagers see the dashboard,agents see the queue,…Nobody from product reads the ticket tagsNobody from product readsclusterCLUSTER 4The best agents leave within a yearThe best agents leavewithin a yearSurvey requests go out before the problem is solvedSurvey requests go outbefore the problem is…Agents who take the time to fix a problem properly miss their numbersAgents who take the time toclusterCLUSTER 1Templates make every reply sound like nobody read the messageTemplates make every replysound like nobody read the…The same question is answered a hundred times because the help page isThe same question isanswered a hundred times…Complaints about one feature spike after every releaseComplaints about oneclusterCLUSTER 3Refund policy is different on the website, in the app and in the scripRefund policy is differenton the website, in the app…Most complaints are about waiting, not about the answerMost complaints are aboutpart of a feedback loop⟳clusterCLUSTER 3A customer who complains twice gets the same first reply both timesA customer who complainstwice gets the same first…part of a feedback loop⟳Agents cannot issue a refund without a manager, and the manager is in Agents cannot issue arefund without a manager,…Complaints are counted only when someone uses the word complaintComplaints are counted onlywhen someone uses the word…
How this dialogue measures
why
The indicators the method's own practitioners use to judge a dialogue's quality (Laouris & Metcalf 2024, Table 7), computed from this record so it can be compared with the hundreds of face-to-face and virtual dialogues behind their baselines. Spreadthink is the share of ideas that got at least one vote: 100% means everyone voted only for their own, and it usually settles to 25–45% once meaning has been shared. Situational complexity falls as more ideas are structured.
ideas (N)
27 usual: 50–100
with 1+ vote / 2+ votes
24 / 19
spreadthink
86.4% usual: 25–55
demosensus
13.6%
clusters (dimensions)
4
cards in a cluster
29.6%
structured / levels / links
20 / 5 / 17
situational complexity
0.77
minds moved
—
cards hidden by the steward
0
pairs contested
0
The merged map
why
Every group built its own map from its own wall; these are folded into one. The same claim raised in two groups is one item, and each connection shows how many groups found it. Where groups found opposite things, that is published as a conflict.
ROOT CAUSES
◆ b752f5c
◆ a224a5a
◆ 22aaf4e
Connections several groups found (17 of 17)
Refund policy is different on the website, in the app and in the scrip→A customer who complains twice gets the same first reply both times1 group
Angry customers are moved to the back of the queue by the priority rul→Agents who take the time to fix a problem properly miss their numbers1 group
Angry customers are moved to the back of the queue by the priority rul→Complaints are counted only when someone uses the word complaint1 group
Refund policy is different on the website, in the app and in the scrip→Agents cannot issue a refund without a manager, and the manager is in 1 group
Most complaints are about waiting, not about the answer→Complaints are counted only when someone uses the word complaint1 group
Managers see the dashboard, agents see the queue, nobody sees the cust→Survey requests go out before the problem is solved1 group
Nobody from product reads the ticket tags→Survey requests go out before the problem is solved1 group
Most complaints are about waiting, not about the answer→A customer who complains twice gets the same first reply both times1 group
Agents who take the time to fix a problem properly miss their numbers→Complaints about one feature spike after every release1 group
Survey requests go out before the problem is solved→Templates make every reply sound like nobody read the message1 group
A customer who complains twice gets the same first reply both times→Most complaints are about waiting, not about the answer1 group
Nobody from product reads the ticket tags→The same question is answered a hundred times because the help page is1 group
Survey requests go out before the problem is solved→The same question is answered a hundred times because the help page is1 group
Nobody from product reads the ticket tags→The best agents leave within a year1 group
Agents who take the time to fix a problem properly miss their numbers→Refund policy is different on the website, in the app and in the scrip1 group
Agents who take the time to fix a problem properly miss their numbers→Complaints are counted only when someone uses the word complaint1 group
A customer who complains twice gets the same first reply both times→Complaints are counted only when someone uses the word complaint1 group
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