Why has Infogain's cloud migration service seen a 30% drop in customer satisfaction scores over the past quarter?

Introduction

Infogain's cloud migration service has experienced a significant 30% drop in customer satisfaction scores over the past quarter, indicating a critical issue that requires 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 have been a recent change in the service. Has there been any significant update or modification to the cloud migration service in the past quarter?

Why it matters: Recent changes often correlate with satisfaction drops. Expected answer: Yes, there was a major update. Impact on approach: If yes, we'd focus on the update's impact; if no, we'd look at other factors.

• Considering the magnitude of the drop, I'm wondering about the distribution. Is this 30% drop consistent across all customer segments, or are certain groups more affected?

Why it matters: Helps identify if the issue is universal or segment-specific. Expected answer: The drop varies across segments. Impact on approach: Segment-specific issues would require targeted solutions.

• Given the nature of cloud migration, I'm curious about the timeline. Has the average duration of migration projects changed in the past quarter?

Why it matters: Longer projects could lead to frustration and lower satisfaction. Expected answer: Migration timelines have increased. Impact on approach: If yes, we'd investigate bottlenecks; if no, we'd look at other quality factors.

• Thinking about the competitive landscape, have there been any significant changes in competitor offerings or market conditions?

Why it matters: External factors could influence customer expectations and satisfaction. Expected answer: No major market shifts. Impact on approach: If yes, we'd consider market adaptation; if no, we'd focus more on internal factors.

• Considering the measurement itself, has there been any change in how customer satisfaction is measured or reported in the last quarter?

Why it matters: Changes in measurement could explain the apparent drop without actual service degradation. Expected answer: No changes in measurement. Impact on approach: If yes, we'd need to reassess the data; if no, we can trust the reported drop.