What's causing the sudden increase in negative reviews for Trustpilot's Business mobile app?

Introduction

The sudden increase in negative reviews for Trustpilot's Business mobile app is a critical issue that demands immediate attention. As we delve into this product root cause analysis, we'll systematically identify, validate, and address the underlying factors contributing to this concerning trend. Our approach will involve a comprehensive examination of both internal and external elements, leveraging data-driven insights to formulate effective solutions.

In this analysis, we'll progress through several key stages: clarifying the problem context, ruling out external factors, understanding the product and user journey, breaking down relevant metrics, gathering and prioritizing data, forming hypotheses, conducting root cause analysis, validating findings, and developing a robust resolution plan.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking there might be a recent app update. Has there been a major release or feature change in the last 30 days?

Why it matters: Recent changes often correlate with shifts in user sentiment. Expected answer: Yes, there was an update two weeks ago. Impact on approach: If confirmed, we'd focus on changes introduced in that update.

• Considering user segments, I'm curious about the distribution of negative reviews. Are they concentrated among specific user types or spread across all segments?

Why it matters: Helps identify if the issue is universal or segment-specific. Expected answer: Negative reviews are primarily from small business users. Impact on approach: We'd investigate features or changes most relevant to small businesses.

• Regarding performance metrics, has there been any change in app stability or load times coinciding with the increase in negative reviews?

Why it matters: Technical issues often lead to negative user experiences. Expected answer: There's been a slight increase in app crash rates. Impact on approach: We'd prioritize technical investigations and stability improvements.

• Thinking about external factors, have there been any changes in Trustpilot's pricing or terms of service for business users recently?

Why it matters: Policy changes can significantly impact user satisfaction. Expected answer: No recent changes to pricing or terms. Impact on approach: We'd focus more on product-related issues rather than policy concerns.