How can we explain the sudden 20% increase in customer complaints about Exelon's online billing system in the past 30 days?

Introduction

The sudden 20% increase in customer complaints about Exelon's online billing system over the past 30 days is a critical issue that demands immediate attention. This analysis will systematically identify, validate, and address the root cause while considering both short-term fixes and long-term implications for our product strategy.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking there might have been a recent system update. Has there been any significant change to the billing system in the last 45-60 days?

Why it matters: System changes often precede customer issues. Expected answer: Yes, a major update was implemented. Impact on approach: If confirmed, we'd focus on post-update issues.

• Considering the scale of the increase, I'm wondering about the nature of these complaints. Can you provide more details on the types of complaints we're seeing?

Why it matters: Different complaint types suggest different root causes. Expected answer: Complaints mainly about incorrect charges or system access issues. Impact on approach: This would guide our technical investigation.

• Given the specificity of the 20% increase, I'm curious about our baseline. What's our normal complaint rate, and how is it measured?

Why it matters: Understanding the baseline helps quantify the issue's severity. Expected answer: Normal rate is X complaints per Y customers per month. Impact on approach: This would help prioritize the issue and set resolution targets.

• Thinking about potential external factors, have there been any recent changes in energy rates or billing policies?

Why it matters: External changes could explain customer dissatisfaction. Expected answer: No significant external changes. Impact on approach: If confirmed, we'd focus more on internal factors.