Why has the average rating for doctors on Practo's platform declined from 4.5 to 3.8 stars over the past quarter?

Introduction

The decline in average doctor ratings on Practo's platform from 4.5 to 3.8 stars over the past quarter is a critical issue that demands immediate attention. This significant drop could impact user trust, doctor participation, and overall platform health. I'll approach this problem systematically, focusing on identifying potential root causes, validating hypotheses, and developing both short-term fixes and long-term strategies to address the underlying issues.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking there might be seasonal factors at play. Has this decline coincided with any particular season or holiday period?

Why it matters: Seasonal patterns could explain temporary fluctuations. Expected answer: No significant seasonal correlation. Impact on approach: If seasonal, we'd focus on cyclical patterns; if not, we'd look deeper into systemic issues.

• Considering user segments, I'm curious if this decline is uniform across all doctor specialties or concentrated in specific areas. Can you provide a breakdown of the rating decline by specialty?

Why it matters: Helps identify if the issue is global or specific to certain doctor types. Expected answer: Decline varies across specialties. Impact on approach: Targeted interventions for affected specialties vs. platform-wide changes.

• Thinking about recent changes, have there been any significant updates to the rating system or user interface in the past quarter?

Why it matters: Platform changes could directly impact user behavior and ratings. Expected answer: Minor UI tweaks, no major system changes. Impact on approach: Focus on user experience if changes occurred, or look at external factors if no significant updates.

• Regarding data integrity, has there been any change in how ratings are collected, processed, or displayed?

Why it matters: Ensures the decline is real and not a data anomaly. Expected answer: No changes to data collection or processing. Impact on approach: If changes occurred, we'd audit the data system; if not, we'd focus on user behavior and external factors.