How did YML's new credit card rewards program lead to a 15% decline in customer satisfaction scores this quarter?

Introduction

YML's new credit card rewards program has led to a 15% decline in customer satisfaction scores this quarter, raising significant concerns about the program's effectiveness and impact on user experience. To address this issue, I'll employ a systematic approach to identify, validate, and resolve the root cause while considering both immediate and long-term implications for the product and business.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking there might be a correlation between the launch of the new rewards program and the decline in satisfaction. When exactly was the new program launched in relation to the observed decline?

Why it matters: This helps establish a clear timeline and potential causation. Expected answer: The program was launched at the beginning of the quarter. Impact on approach: If the timing aligns, we'll focus more on the program itself; if not, we'll consider other factors.

• Considering user segments, I'm wondering if the decline is uniform across all user groups. Have you noticed any particular segments that were more affected than others?

Why it matters: This helps identify if the issue is widespread or localized to specific user groups. Expected answer: The decline is more pronounced among frequent users. Impact on approach: If specific segments are more affected, we'll tailor our solutions to address their needs.

• Thinking about the metric itself, I'm curious about how customer satisfaction is measured. Has there been any change in the measurement methodology or survey questions during this period?

Why it matters: This ensures we're comparing apples to apples in our analysis. Expected answer: No changes in methodology or questions. Impact on approach: If there were changes, we'd need to account for that in our analysis.

• Considering recent changes, I'm wondering if there were any other significant updates to the app or service around the same time as the new rewards program launch?

Why it matters: This helps isolate the impact of the rewards program from other potential factors. Expected answer: No other major changes were implemented. Impact on approach: If there were other changes, we'd need to consider their potential impact as well.