Why has PTW's game testing service seen a 30% drop in client requests over the past quarter?

Introduction

PTW's game testing service has experienced a significant 30% drop in client requests over the past quarter, indicating a serious issue that requires immediate attention. To address this problem, I'll employ a systematic approach to identify, validate, and resolve the root cause while considering both short-term and long-term implications for the business.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking there might be seasonality at play. Has this 30% drop been compared to the same quarter last year?

Why it matters: Seasonal fluctuations could explain the drop and impact our solution approach. Expected answer: Yes, it's been compared and the drop is still significant. Impact on approach: If seasonal, we'd focus on long-term trends; if not, we'd investigate recent changes.

• Considering the metric specificity, I'm curious about the definition of "client requests." Has there been any change in how we measure or categorize these requests recently?

Why it matters: Changes in measurement could artificially inflate the drop. Expected answer: No changes in measurement or categorization. Impact on approach: If changed, we'd need to reassess the data; if not, we'd focus on external factors.

• Given the magnitude of the drop, I'm wondering if this affects all client segments equally. Have we seen any patterns in terms of which types of clients are reducing their requests?

Why it matters: Different causes might affect various client segments differently. Expected answer: The drop is more pronounced in mid-sized game studios. Impact on approach: We'd tailor our investigation and solutions to the most affected segments.

• Thinking about recent events, have there been any significant changes in our service offering, pricing, or marketing strategies in the past quarter?

Why it matters: Internal changes could directly impact client behavior. Expected answer: A new pricing structure was introduced two months ago. Impact on approach: We'd closely examine the relationship between the pricing change and the drop in requests.