Why has Yext's Listings product seen a 15% drop in accuracy scores over the past month?

Introduction

Yext's Listings product has experienced a 15% drop in accuracy scores over the past month, indicating a significant issue that requires immediate attention. This analysis will systematically identify, validate, and address 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 the product or data sources. Has there been any significant update to the Listings product or its data providers in the last 1-2 months?

Why it matters: Recent changes often correlate with performance shifts. Expected answer: Yes, there was a major update to our data ingestion system. Impact on approach: If confirmed, I'd focus on the new system's implementation and data quality.

• Considering the scale of the drop, I'm wondering about the distribution. Is this 15% drop consistent across all business categories and locations, or are there specific segments more affected?

Why it matters: Helps identify if the issue is systemic or localized. Expected answer: The drop is more pronounced in certain business categories. Impact on approach: I'd prioritize investigating those specific categories for unique factors.

• Given the nature of accuracy scores, I'm curious about the measurement process. Has there been any change in how we calculate or measure accuracy scores in the past month?

Why it matters: Ensures we're comparing apples to apples in our metrics. Expected answer: No changes to the measurement process. Impact on approach: If unchanged, we can rule out measurement issues and focus on actual data quality.

• Thinking about external factors, I'm considering potential changes in the digital ecosystem. Have there been any significant updates to major platforms (Google, Yelp, etc.) that could affect how our listings are displayed or measured?

Why it matters: External platform changes can impact our accuracy scores. Expected answer: Google made some API changes last month. Impact on approach: I'd investigate how these changes might affect our listings' accuracy and visibility.