How can we explain the 15% decrease in customer satisfaction scores for Nationwide's mobile app claims filing process since the latest update?

Introduction

The 15% decrease in customer satisfaction scores for Nationwide's mobile app claims filing process since the latest update is a critical issue that demands immediate attention. This significant drop in user satisfaction could have far-reaching consequences for customer retention, brand reputation, and overall business performance. To address this problem, 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 be a correlation between the latest update and the satisfaction drop. Can you confirm when exactly the update was released and when the satisfaction scores began to decline?

Why it matters: This helps establish a clear timeline and potential causation. Expected answer: The update was released on [date] and scores began declining within a week. Impact on approach: A clear correlation would focus our investigation on the update itself.

• Considering user segments, I'm curious if this decline is uniform across all user groups. Have you noticed any patterns in terms of which users are reporting lower satisfaction?

Why it matters: This could reveal if the issue is more pronounced for specific user segments. Expected answer: The decline is more significant among users filing auto insurance claims. Impact on approach: We'd prioritize investigating the auto insurance claims flow in the app.

• Regarding the satisfaction metric itself, has there been any change in how it's measured or collected since the update?

Why it matters: This rules out potential data collection or measurement issues. Expected answer: No changes in measurement methodology or data collection. Impact on approach: We can focus on actual user experience issues rather than metric anomalies.

• Thinking about the update's scope, were there any major changes to the claims filing process or user interface in this release?

Why it matters: This helps identify potential areas of friction introduced by the update. Expected answer: Yes, we introduced a new multi-step form for claims submission. Impact on approach: We'd closely examine the new form's usability and performance.