What factors are causing the sudden decline in customer satisfaction scores for Jubilant Bhartia Group's food delivery service in Delhi?

Introduction

The sudden decline in customer satisfaction scores for Jubilant Bhartia Group's food delivery service in Delhi presents a critical challenge that demands immediate attention. To address this issue, 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 a recent change in the service. Has there been any significant update to the app or delivery process in the last month?

Why it matters: Recent changes often correlate with satisfaction shifts. Expected answer: Yes, a new UI was launched two weeks ago. Impact on approach: If confirmed, I'd focus on UI/UX issues in my analysis.

• Considering the specificity of the problem, I'm wondering about the extent of the decline. Can you share the magnitude of the drop in customer satisfaction scores?

Why it matters: The severity of the decline influences the urgency of our response. Expected answer: A 20% drop in NPS over the past month. Impact on approach: A significant drop would prioritize immediate action over long-term strategies.

• Given the location-specific nature, I'm curious about any Delhi-specific events. Have there been any notable incidents or changes in the Delhi market recently?

Why it matters: Local factors could be driving the satisfaction decline. Expected answer: Recent protests have disrupted traffic in parts of Delhi. Impact on approach: If confirmed, I'd investigate delivery time impacts and communication strategies.

• Thinking about potential data issues, I want to verify the measurement consistency. Has there been any change in how customer satisfaction is measured or reported?

Why it matters: Ensures we're addressing a real issue, not a measurement artifact. Expected answer: No changes in measurement methodology. Impact on approach: If changes occurred, we'd need to re-evaluate the data before proceeding.