Explicit information
Customer Complaints Register
Logged complaints with category, root cause, resolution and any regulatory referral.
Information Advantage assessment
Information Advantage Score
67 / 100
Confidence: not yet assessed -- add evidence below
| Factor | Score | Weight | Contribution |
|---|---|---|---|
| Uniqueness | 2 / 5 | 20% | 0.40 |
| Quality | 3 / 5 | 12% | 0.36 |
| Depth | 4 / 5 | 8% | 0.32 |
| Freshness | 4 / 5 | 6% | 0.24 |
| Connectivity | 4 / 5 | 10% | 0.40 |
| Actionability | 4 / 5 | 14% | 0.56 |
| Economic Value | 4 / 5 | 18% | 0.72 |
| AI Readiness | 3 / 5 | 12% | 0.36 |
Seeded assessment for the demonstration dataset.
Assessed 8/29/2026
Information Leverage
How much organisational impact this asset could influence -- a separate measure from Information Advantage above, never combined with it. Computed from the decisions and frictions this asset is actually linked to below, not asked for directly.
High (75/100)
- decisionReach: band 3/5 × weight 0.25 = 0.75
- decisionFrequency: band 4/5 × weight 0.25 = 1.00
- decisionImportance: band 5/5 × weight 0.25 = 1.25
- workflowReach: band 3/5 × weight 0.15 = 0.45
- peopleAffected: band 3/5 × weight 0.1 = 0.30
Not incorporated: "decision importance" and "economic consequence" are collapsed into one proxy (decisionCostEstimate) -- no field distinguishes them; "people affected" is only ever populated from linked Frictions, not from any Decision-level field, since none exists.
Evidence
What backs the score above, factor by factor. Recalculated into the Confidence figure the next time this asset is re-assessed.
No evidence recorded yet -- this is currently an opinion, not yet backed by anything checkable.
AI Opportunities
No opportunities generated from this asset yet.
CLEAN status
CLEAN status
- Capture→ Identified information asset
- ✓
- Label→ Contextualised asset
- ✓
- Evaluate→ Quality/value/uniqueness assessment
- ✓
- Align→ Business decision/use-case alignment
- ✓
- Nurture→ Continuous improvement and monitoring
- ⚠
Next: Establish a recurring review cadence so this asset stays current as complaint patterns evolve.
Assessed 8/29/2026
Friction & Diagnosis
Where this asset shows up as the information behind a friction, or in a diagnosis of one.
- Customer complaint handoffs between teams
- Diagnosis: Conduct-risk-relevant indicators (complaints, filing findings, competency records) are each reviewed in isolation, with no combined view against their normal historical range.
- Diagnosis: Claims and customer service each hold their own notes on the same complaint with no shared view, so the receiving team has no context at handoff.
Ownership & source
- Department
- Customer Service
- Source system
- CRM (Salesforce)
- Owner
- Customer Experience Manager
- Business process
- Complaint handling and resolution
- Format
- CRM records
Volume & freshness
- Approximate volume
- 22K complaints
- Historical depth
- 8 years
- Update frequency
- Daily
Governance
- Accessibility
- Internal
- Data quality
- Fair
- Sensitivity
- Confidential
- Regulatory considerations
- Subject to FCA complaint-handling reporting rules.
Value & usage
- Existing usage
- Monthly complaint MI, root-cause reviews.
- Current business value
- Primary evidence base for service failures.
- Potential future value
- Combined with policy and claims data, predicts churn and identifies systemic product issues early.
Competitive position
- Competitor accessibility
- Near Impossible
- Could a competitor reproduce this?
- No
- Additional tacit knowledge held by employees?
- No
- Tacit knowledge notes
- —