Why has customer satisfaction for Hertz's airport kiosk check-in process declined by 10 percentage points since the new system rollout last month?

Introduction

The recent 10 percentage point decline in customer satisfaction for Hertz's airport kiosk check-in process is a critical issue that demands immediate attention. This analysis will systematically investigate the root cause of this decline, considering both internal and external factors that may have contributed to the problem. We'll follow a structured approach to identify, validate, and address the underlying issues while keeping in mind 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 new system rollout and the satisfaction decline. Could you provide more details about the specific changes implemented in the new system?

Why it matters: Understanding the changes helps pinpoint potential pain points. Expected answer: List of major system updates or UI changes. Impact on approach: Guides focus on specific areas of the new system for investigation.

• Considering user segments, I'm curious if the decline is uniform across all customer types. Have you noticed any patterns in satisfaction scores among different user groups, such as frequent renters versus occasional users?

Why it matters: Identifies if the issue affects all users or specific segments. Expected answer: Breakdown of satisfaction scores by user segments. Impact on approach: Helps tailor solutions to most affected groups.

• Given the significance of the decline, I'm wondering about the reliability of the data. Has there been any change in the methodology of collecting or calculating customer satisfaction scores?

Why it matters: Ensures the problem isn't a data anomaly. Expected answer: Confirmation of consistent measurement methods. Impact on approach: If methods changed, we'd need to reassess the actual impact.

• Considering potential external factors, have there been any significant changes in airport operations or competitor offerings that coincide with our system rollout?

Why it matters: Rules out external influences on customer satisfaction. Expected answer: Information on airport or industry changes. Impact on approach: Helps distinguish between internal and external causes.