Why has customer satisfaction for Xerox's on-site managed print services decreased from 90% to 82% in the past 6 months?

Introduction

The recent decline in customer satisfaction for Xerox's on-site managed print services from 90% to 82% over the past 6 months is a significant 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.

I'll begin by clarifying the context, then rule out external factors before diving deep into the product ecosystem, metric analysis, and hypothesis generation. Following this, I'll conduct a thorough root cause analysis, propose validation methods, and outline a comprehensive resolution plan.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking there might have been a recent change in service delivery. Has there been any significant alteration in how Xerox provides on-site managed print services in the last 6-8 months?

Why it matters: Recent changes often correlate with satisfaction drops. Expected answer: Yes, there was a change in service protocol. Impact on approach: If confirmed, I'd focus on the change implementation process.

• Considering the metric, I'm curious about its components. Is the 82% satisfaction rate an aggregate of various factors, or is it based on a single survey question?

Why it matters: Understanding the metric composition helps pinpoint specific areas of decline. Expected answer: It's an aggregate of multiple factors. Impact on approach: I'd break down the components to identify which areas declined most.

• Given the substantial drop, I'm wondering about user segments. Has the satisfaction decrease been uniform across all customer types, or are certain segments more affected?

Why it matters: Segmentation can reveal targeted issues or disproportionate impacts. Expected answer: The decline is more pronounced in enterprise customers. Impact on approach: I'd focus on enterprise-specific factors and needs.

• Considering potential data issues, has there been any change in how customer satisfaction is measured or reported in the last 6 months?

Why it matters: Ensures the decline is real and not a result of measurement changes. Expected answer: No changes in measurement methodology. Impact on approach: If confirmed, I'd focus on actual service issues rather than data anomalies.