What factors are contributing to the sudden 30% decrease in employer partner satisfaction scores for Multiverse's data analytics program?

Introduction

The sudden 30% decrease in employer partner satisfaction scores for Multiverse's data analytics program is a critical issue that demands immediate attention. This analysis will systematically identify, validate, and address the root cause while considering both short-term and long-term implications for our product and partnerships.

To tackle this problem, I'll follow a structured approach that covers issue identification, hypothesis generation, validation, and solution development. My goal is to uncover the underlying factors contributing to this significant drop in satisfaction and propose actionable steps to rectify the situation.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking there might have been a recent change in the program. Has there been any significant update to the data analytics curriculum or delivery method in the past quarter?

Why it matters: Recent changes could directly impact employer satisfaction. Expected answer: Yes, we updated the curriculum last month. Impact on approach: If confirmed, I'd focus on the curriculum change as a primary factor.

• Considering the specificity of the decrease, I'm wondering about the measurement process. Has there been any change in how we collect or calculate the satisfaction scores?

Why it matters: Changes in measurement could artificially affect the scores. Expected answer: No changes in the measurement process. Impact on approach: If confirmed, I'd rule out measurement issues and focus on actual satisfaction factors.

• Given the magnitude of the decrease, I'm curious about the timeline. Over what period did we observe this 30% drop?

Why it matters: The speed of the decline could indicate whether it's a sudden issue or a gradual trend. Expected answer: The drop occurred over the last two months. Impact on approach: A rapid decline would suggest looking for recent, impactful changes.

• Thinking about our partner base, I'm wondering if this affects all partners equally. Are we seeing this decrease across all employer partners or is it concentrated in specific industries or company sizes?

Why it matters: This helps identify if the issue is universal or specific to certain segments. Expected answer: The decrease is more pronounced in tech industry partners. Impact on approach: I'd focus on investigating factors specific to tech industry needs and expectations.