Why has SHL's Occupational Personality Questionnaire (OPQ) seen a 15% drop in completion rates over the last quarter?

Introduction

The 15% drop in completion rates for SHL's Occupational Personality Questionnaire (OPQ) over the last quarter is a significant issue that requires immediate attention. This decline could have far-reaching implications for SHL's business, affecting customer satisfaction, revenue, and market position. I'll approach this problem systematically, focusing on identifying the root cause, validating hypotheses, and developing both short-term and long-term solutions.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking there might be seasonal factors at play. Has this 15% drop been compared to the same quarter last year?

Why it matters: Seasonal variations could explain the drop and influence our solution approach. Expected answer: Yes, it has been compared, and the drop is still significant. Impact on approach: If seasonal, we'd focus on optimizing for known patterns; if not, we'd dig deeper into recent changes.

• Considering user segments, I'm wondering if this drop is uniform across all user types. Have you noticed any particular user segments more affected than others?

Why it matters: Identifying specific affected segments could point to targeted issues or changes. Expected answer: The drop is more pronounced in enterprise clients. Impact on approach: We'd focus on enterprise-specific factors and tailor solutions accordingly.

• Thinking about recent changes, have there been any updates to the OPQ or the platform it's delivered on in the last 3-6 months?

Why it matters: Recent changes could directly correlate with the completion rate drop. Expected answer: A new user interface was implemented 4 months ago. Impact on approach: We'd scrutinize the UI changes and their impact on user experience.

• Considering external factors, has there been any significant shift in the job market or hiring practices that might affect the demand for personality assessments?

Why it matters: External market forces could be influencing the usage of the OPQ. Expected answer: No major shifts noted, but there's been a slight downturn in hiring across industries. Impact on approach: We'd need to consider market adaptations and possibly diversifying the product offering.