Why has HireRight's criminal background check service seen a 15% drop in completion rates over the past month?

Introduction

HireRight's criminal background check service has experienced a 15% drop in completion rates over the past month, signaling 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 strategic implications.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking there might be a recent change in the system. Has there been any significant update to the background check process or technology in the last 1-2 months?

Why it matters: Recent changes often correlate with performance shifts. Expected answer: Yes, there was a system upgrade. Impact on approach: If yes, we'd focus on the new system's performance and user adoption.

• Considering user segments, I'm curious about the distribution of the drop. Is the 15% decrease uniform across all client types, or are certain segments more affected?

Why it matters: Helps identify if the issue is systemic or segment-specific. Expected answer: The drop is more pronounced in small business clients. Impact on approach: If segmented, we'd tailor solutions to the most affected groups.

• Thinking about external factors, have there been any recent changes in regulations or laws governing background checks that might impact completion rates?

Why it matters: Regulatory changes can significantly affect process completion. Expected answer: No major regulatory changes. Impact on approach: If yes, we'd need to assess compliance and adaptation strategies.

• Considering data integrity, has there been any change in how completion rates are measured or reported in the last month?

Why it matters: Ensures we're comparing apples to apples in our analysis. Expected answer: No changes in measurement methodology. Impact on approach: If changed, we'd need to recalibrate our understanding of the metric.