Selected KPICustomer satisfaction · 85.2 Causal chain
Upstream contributors flow into the selected KPI, which flows downstream into outcomes.
What moves it
Selected KPI
In focus
Customer satisfaction
85.2 · −1.4 WoW
Owner CX
What it moves
2
Open risks linked to this KPI. Tracked in the model so they surface in Atlas and the Brief.
5
Actions currently in motion that target this KPI. Owners are accountable.
Change impact preview
What the model predicts if the leading recommendation against this KPI is approved.
Decision · clarity v11.0
Confidence 91% · evidence ↓- Current state
- Customer satisfaction at 85.2 (−1.4 WoW).
- Problem
- Leading indicator is breaching its threshold and pulling downstream metrics.
- Cause
- Pattern matches 'demand-spike + staffing shortage' — seen 17× LTM.
- Recommendation
- Activate surge + cross-skill plays on the affected LOB for the next 9 days.
- Expected outcome
- Service level +3 pts within 9 days · est. revenue protected $184k.
Evidence behind this confidence
- · Pattern match across 17 historical occurrences
- · Recommendation track record: 94% success in this pattern
- · Downstream propagation modelled along the dependency chain
- CSAT+1.4 within 14 days
- Wait time−9s within 5 days
Potential unintended consequences - OccupancyCould rise above 88% — fatigue watch.
- OT spendUp to +$11k this week.
Goals this decision affects 