What factors led to a 30% decrease in client satisfaction scores for C Space's co-creation workshops in Q2?

Introduction

A 30% decrease in client satisfaction scores for C Space's co-creation workshops in Q2 is a significant issue that demands immediate attention and thorough analysis. 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 seasonal factors at play. Have we seen similar dips in Q2 satisfaction scores in previous years?

Why it matters: Helps distinguish between cyclical patterns and unique issues. Expected answer: No significant Q2 dips in previous years. Impact on approach: If true, we'll focus on recent changes rather than seasonal factors.

• Considering the magnitude of the decrease, I'm wondering about recent changes to the workshop format. Have there been any significant alterations to the co-creation process or facilitator training in the past quarter?

Why it matters: Identifies potential internal causes for the satisfaction drop. Expected answer: Some changes to workshop structure were implemented. Impact on approach: If confirmed, we'll scrutinize these changes and their effects.

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

Why it matters: Ensures we're comparing apples to apples in our metrics. Expected answer: No changes to measurement methodology. Impact on approach: If changed, we'll need to reassess the validity of the comparison.

• Thinking about external factors, I'm considering market conditions. Have our clients experienced any significant industry-wide challenges or changes that might affect their perception of our workshops?

Why it matters: Helps separate external influences from internal issues. Expected answer: Some industry volatility, but no major disruptions. Impact on approach: If significant external factors exist, we'll need to account for them in our analysis and solutions.