One of the most counter-intuitive phenomena in trust repair is where initial success in building trust leads to a short-term surge in reported ‘negative metrics’.

When institutions successfully remove this barrier by demonstrating responsiveness and competence, citizens are suddenly incentivised to report issues, believing the effort is worthwhile. This resulting spike in reported complaints or low-level ASB is not a sign of rising disorder, but the successful conversion of latent, unreported incidents into official, actionable data.

This is an excellent exploration on how to both enact change AND how to interpret its signals. So much good stuff here.