Introduction
Agoda's customer support chat satisfaction score decline from 4.5 to 3.8 stars in the past quarter is a significant issue that requires immediate attention. This 15.6% drop in satisfaction could have far-reaching implications for customer retention, brand reputation, and overall business performance. I'll approach this problem systematically, focusing on identifying the root cause, validating hypotheses, and developing both short-term and long-term solutions.
Framework overview
This analysis follows a structured approach covering issue identification, hypothesis generation, validation, and solution development.
Step 1
Clarifying Questions (3 minutes)
Why it matters: Seasonal fluctuations could strain support resources. Expected answer: No significant seasonal changes noted. Impact on approach: If confirmed, we'd focus more on internal factors.
Why it matters: Software changes could impact user experience and agent efficiency. Expected answer: A minor update was implemented last month. Impact on approach: We'd investigate the update's impact on chat performance.
Why it matters: Different user segments may have varying expectations or issues. Expected answer: An increase in first-time users has been observed. Impact on approach: We'd analyze how to better support new users in the chat interface.
Why it matters: Changes in measurement could skew results. Expected answer: The calculation method has not changed. Impact on approach: We'd focus on actual performance issues rather than metric discrepancies.
Why it matters: External benchmarks could influence user expectations. Expected answer: No major industry shifts noted. Impact on approach: We'd concentrate on internal improvements rather than market-wide trends.
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