Why has Candid Care's NPS score for the at-home impression kit declined from 72 to 58 in Q2 this year?

Introduction

Candid Care's NPS score decline for the at-home impression kit from 72 to 58 in Q2 is a significant issue that requires immediate attention. This 14-point drop could indicate underlying problems affecting customer satisfaction and potentially impacting the company's growth. I'll approach this analysis systematically, focusing on identifying the root cause, validating hypotheses, and developing both short-term and long-term solutions.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking there might be seasonal factors at play. Has there been any historical Q2 NPS dip in previous years?

Why it matters: Seasonal patterns could explain the drop and inform our solution approach. Expected answer: No significant seasonal patterns observed in previous years. Impact on approach: If seasonal, we'd focus on Q2-specific strategies; if not, we'd investigate broader issues.

• Considering the magnitude of the drop, I'm wondering about recent product changes. Have there been any significant updates to the at-home impression kit or its instructions in the past 3-6 months?

Why it matters: Recent changes could directly impact user experience and NPS scores. Expected answer: A new impression material was introduced two months ago. Impact on approach: If changes occurred, we'd focus on their impact; if not, we'd look at other factors.

• Given the specificity to the at-home kit, I'm curious about the in-office NPS trends. Has there been a similar decline in NPS for in-office impressions?

Why it matters: Helps isolate whether the issue is specific to the at-home experience or more widespread. Expected answer: In-office NPS has remained stable. Impact on approach: If at-home specific, we'd focus on the kit and instructions; if widespread, we'd consider broader company issues.

• Considering potential data anomalies, has there been any change in the NPS survey methodology or timing during Q2?

Why it matters: Ensures we're comparing apples to apples in our NPS data. Expected answer: No changes to the survey methodology or timing. Impact on approach: If changes occurred, we'd need to adjust our analysis; if not, we can trust the data as presented.