What caused the sudden 30% drop in customer satisfaction scores for Cazoo's home delivery service last week?

Introduction

The sudden 30% drop in customer satisfaction scores for Cazoo's home delivery service last week is a critical issue that demands immediate attention. This significant decline in such a key metric could have far-reaching implications for the business, potentially affecting customer retention, brand reputation, and overall revenue. To address this problem effectively, I'll employ a systematic approach to identify, validate, and resolve the root cause while considering both short-term fixes and long-term strategic implications.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking there might have been a recent change in the delivery process. Has there been any modification to the delivery workflow or personnel in the past month?

Why it matters: Recent changes often correlate with sudden metric shifts. Expected answer: Yes, we implemented a new routing system last month. Impact on approach: If confirmed, I'd focus on the new system's impact on delivery efficiency and accuracy.

• Considering the magnitude of the drop, I'm wondering if this affects all customer segments equally. Do we see any patterns in the satisfaction scores across different user groups or geographic areas?

Why it matters: Identifying affected segments helps narrow down potential causes. Expected answer: The drop is more pronounced in urban areas and among first-time customers. Impact on approach: I'd investigate urban-specific issues and onboarding processes for new customers.

• Given the specificity of the 30% drop, I'm curious about our measurement methodology. Has there been any change in how we collect or calculate customer satisfaction scores?

Why it matters: Ensures the issue isn't a data anomaly or measurement error. Expected answer: No changes in measurement methodology. Impact on approach: If confirmed, I'd focus on operational and experiential factors rather than data collection issues.

• Considering external factors, I'm thinking about potential market changes. Have there been any significant competitor actions or industry-wide events in the past week?

Why it matters: External factors could explain sudden shifts in customer perception. Expected answer: No major competitor actions, but there was a viral social media post about delivery services. Impact on approach: I'd investigate the impact of public perception and social media sentiment on our scores.