Why has Wellthy's care coordination service seen a 15% drop in client satisfaction scores over the past month?

Introduction

Wellthy's care coordination service has experienced a 15% drop in client satisfaction scores over the past month, signaling a critical issue that demands 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 fixes and long-term strategic implications.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking there might have been a recent change in the service. Has Wellthy implemented any new features or processes in the last 1-2 months?

Why it matters: Recent changes often correlate with satisfaction drops. Expected answer: Yes, a new care coordinator matching algorithm was implemented. Impact on approach: If confirmed, we'd focus on the algorithm's performance and user feedback.

• Considering the metric specifics, I'm curious about the satisfaction score composition. Is this an aggregate score or based on a specific question?

Why it matters: Understanding the metric helps pinpoint the problem area. Expected answer: It's an aggregate of multiple questions covering different aspects of the service. Impact on approach: We'd break down the score components to identify which aspects declined most.

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

Why it matters: Identifying affected segments helps narrow down potential causes. Expected answer: The drop is more pronounced among clients with complex care needs. Impact on approach: We'd focus on investigating issues specific to complex care coordination.

• Thinking about external factors, I'm considering market changes. Have there been any notable shifts in the care coordination industry or competitor offerings recently?

Why it matters: External factors could influence client expectations and satisfaction. Expected answer: No significant industry changes, but a major competitor launched a new feature. Impact on approach: We'd examine our offering compared to the new competitive feature.