Spot a new problem in the first 20 tickets, not 2,000

Fields

• Ticket subject
• Ticket text, with any replies from the customer

Questions

1. What is going wrong for the customer? Choice

   Pick what the customer sees go wrong, not what they think the cause is. When the ticket raises several problems, pick the one that stops them most.

   • Cannot sign in Cannot get into the account: sign-in, password or code fails.
   • Payment fails A payment is declined, errors or never completes.
   • Charged wrongly Charged twice, the wrong amount, or for something not received.
   • A feature does not work A button, screen or step does nothing, shows an error or behaves wrongly, other than paying or signing in.
   • Slow or timing out Screens load slowly, spin or time out, without a clear error.
   • Information wrong or missing Orders, prices, addresses, points or slots show wrongly or have disappeared.
   • Delivery late or missing The order came late, did not come, or tracking shows no progress.
   • Items wrong or missing Items missing, wrong, damaged or substituted without agreement.
   • Offer not applied A voucher, promotion, reward or delivery pass did not apply.
   • Message not received An expected notification, email, text or code never arrived.
   • No problem reported A question, a request or feedback with nothing going wrong.

2. Which part of the service is the ticket mainly about? Choice

   Use the parts of the service in the context. Pick the part where the problem happens.

   • Sign-in and account Signing in, passwords, codes, account details and addresses.
   • Browsing and search Finding products, prices shown and product pages.
   • Basket and checkout The basket, choosing a delivery slot and placing the order, when paying is not the problem.
   • Payment methods Adding, choosing or using a card, a digital wallet or a gift card to pay.
   • Delivery and tracking The driver, delivery times, tracking and missing or damaged bags.
   • Items and substitutions Wrong, missing or substituted items, and product quality.
   • Offers and rewards Vouchers, promotions, the loyalty scheme and delivery passes.
   • Notifications Push notifications, emails and texts from us.
   • Not about one part The service as a whole, or no part named or implied.

3. On which platform does the customer say the problem happens? Choice

   Go by what the customer says, such as "on my iPhone", "the app on my Samsung" or "on your website". Do not guess from the wording.

   • iPhone app The app on an iPhone or iPad.
   • Android app The app on an Android phone or tablet.
   • App, device not stated The customer says it is the app but not which kind of phone.
   • Website The website in a browser, on a computer or a phone.
   • Not stated The customer does not say where it happens, or it is not about the app or website.

4. Does the customer say the problem began recently? Yes / No

   Count relative words such as "today", "this morning", "since yesterday", "since the update" or "it worked last week". A date on its own does not count, because code compares dates. Yes: The customer says, in relative words, that the problem is new. No: The customer says it has gone on a long time, or says nothing about when it began.

5. Does the customer link the problem to a change? Choice

   Go only by what the customer says, not by what might have caused it.

   • After an app update The customer says it started after our app updated.
   • After a phone or browser update The customer says it started after their phone, its system or their browser updated.
   • After a change to their account A new card, a new address, a new password or a new plan.
   • No change mentioned The customer links the problem to no change.

6. How seriously does the problem affect the customer? Scale

   Judge from what the customer says they cannot do, not from how upset they sound.

   • Question A question or request with nothing broken.
   • Degraded Works badly, or the customer has found a way round it.
   • Blocked The customer cannot do what they came to do, such as place or pay for an order.
   • Money or safety at risk The customer has lost money, been charged wrongly, or reports a food or delivery safety risk.

7. Does the ticket say that more than one person has the problem? Yes / No

   Count a household member, a friend, a neighbour, "everyone" or posts from other people the customer has seen. Yes: The ticket says or clearly implies that more than one person has the problem. No: Only the writer is affected, or the ticket says nothing about anyone else.

8. Does the customer say what they have already tried to fix the problem? Yes / No

   Count restarting the app or phone, reinstalling, signing out and back in, trying another card or another device, or any other step the customer says they took. Trying the same thing again does not count. Yes: The customer says they tried at least one step. No: The customer mentions no step they took.

9. Does the customer quote an error message or error code they saw? Yes / No

   Count the words of an on-screen message or a code, quoted or copied. "It says error" with no words from the message does not count. Yes: The ticket quotes an error message or code. No: No message or code is quoted.

10. Is there enough in the ticket to tell what is going wrong? Yes / No

    Answer No when the ticket is only a subject line, a few words such as "not working", a screenshot with no text, or too garbled to read. Yes: A careful reader could tell what is going wrong for the customer. No: The ticket does not say enough to tell.

Lens columns

symptom, symptom_probability, product_area, product_area_probability, platform, platform_probability, recent_start, recent_start_probability, after_change, after_change_probability, severity, severity_average, many_users_affected, many_users_affected_probability, already_tried_fix, already_tried_fix_probability, error_message_quoted, error_message_quoted_probability, enough_information, enough_information_probability