# Customer & Operational Intelligence — Management brief

## Decision context

28,889 published checking-and-savings complaints received January–March 2025. Official CFPB source, frozen on 9 October 2026. Independent demonstration, not a named company's management report.

## Findings and investigation agenda

1. **A high timely-response flag is insufficient to describe the outcome.** 99.7% of records carry Yes, while 89.1% are classified Closed with explanation. Investigate verified resolution and repeat contacts; the dataset does not measure customer satisfaction.
2. **Volume and exception burden identify different questions.** Account management represents 47.9% of complaints and 57 non-timely flags. Account closure represents 8.3% of complaints and 17.9% of the non-timely flags. Review case samples and actual process events before naming causes.
3. **Intake handoffs need their own clock.** Median forwarding is 14.3 minutes, with 1,878 records above 24 hours. Referral-channel median is 21.5 hours versus 13.4 minutes for web. Confirm routing dependencies and case mix; do not interpret this as company-response time.

## Proposed next evidence

- Link complaints to verified internal case histories, permitted customer feedback and process-event timestamps.
- Define first response, final response and confirmed resolution separately.
- Track repeat contacts, reopened cases and handling rework using clear denominators.
- Review recurring high-volume issues and exception-rich smaller groups.
- Assign a process owner, baseline, change and review date for each proposed intervention.

## Reporting discipline

Weekly: investigate new exceptions and record action status. Monthly: compare issue mix, outcomes and process measures using stable definitions. Check whether volume, channel mix or reporting behaviour changed before attributing improvement to an intervention. Proposed cadence and actions are reporting recommendations, not evidence of implemented outcomes.