What factors are contributing to the recent decline in client satisfaction scores for Karat's technical screening service?

Introduction

The recent decline in client satisfaction scores for Karat's technical screening service is a critical issue that demands immediate attention and a thorough analysis. As we delve into this problem, we'll employ a systematic approach to identify, validate, and address the root cause while considering both short-term fixes and long-term strategic implications.

Our analysis will follow a structured framework, beginning with clarifying questions to establish context, followed by a comprehensive examination of potential factors contributing to the decline. We'll then formulate data-driven hypotheses, conduct a root cause analysis, and propose validation methods and solutions.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking there might be a recent change in the screening process. Has there been any significant update to the technical screening methodology or platform in the last quarter?

Why it matters: Recent changes could directly impact client satisfaction. Expected answer: Yes, we implemented a new AI-assisted scoring system. Impact on approach: If confirmed, we'd focus on the new system's accuracy and client perception.

• Considering the nature of the service, I'm curious about the client mix. Has there been a shift in the types of companies using Karat's services recently?

Why it matters: Different client segments may have varying expectations. Expected answer: We've seen an increase in enterprise clients. Impact on approach: This would lead us to investigate if our service is meeting enterprise-specific needs.

• Thinking about the competitive landscape, have there been any notable changes in the technical screening market recently?

Why it matters: External factors could influence client perception and expectations. Expected answer: A new competitor has entered with a faster turnaround time. Impact on approach: We'd need to assess our service speed and differentiation strategy.

• Reflecting on the metric itself, has there been any change in how client satisfaction is measured or reported?

Why it matters: Changes in measurement could artificially affect scores. Expected answer: No changes in measurement methodology. Impact on approach: This would rule out measurement issues and focus us on actual service quality.