What factors are causing the sudden 30% increase in customer support calls related to Simply Business's landlord insurance policy renewals?

Introduction

The sudden 30% increase in customer support calls related to Simply Business's landlord insurance policy renewals is a critical issue that demands immediate attention. This surge in support requests not only impacts customer satisfaction but also strains our resources and potentially signals underlying problems with our product or processes. To address this challenge, I'll employ a systematic approach to identify, validate, and resolve the root cause while considering both short-term fixes and long-term strategic implications.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking there might be a recent change in our renewal process. Has there been any modification to our renewal workflow or communication in the past month?

Why it matters: Recent changes often correlate with sudden metric shifts. Expected answer: Yes, we updated our renewal notification system. Impact on approach: If confirmed, we'd focus on the new system's implementation and user experience.

• Considering user segments, I'm curious about the distribution of these calls. Are we seeing this increase across all types of landlords, or is it concentrated in a specific segment?

Why it matters: Helps identify if the issue is universal or segment-specific. Expected answer: The increase is primarily from small-scale landlords with 1-3 properties. Impact on approach: We'd tailor our solution to address the needs of this specific segment.

• Given the nature of insurance, I'm wondering about seasonal factors. Is this 30% increase compared to the same period last year, or is it a month-over-month comparison?

Why it matters: Distinguishes between seasonal trends and actual problems. Expected answer: It's a year-over-year comparison for the same quarter. Impact on approach: If it's not seasonal, we'd focus on recent changes or market shifts.

• Thinking about the support call content, are there any common themes or specific issues being reported more frequently?

Why it matters: Helps pinpoint the exact nature of the problem. Expected answer: Many calls are about confusion regarding premium changes. Impact on approach: We'd investigate our premium calculation and communication processes.