How can we explain the sudden 25% decline in customer satisfaction scores for Genpact's financial planning and analysis outsourcing offering in the last 60 days?

Introduction

The sudden 25% decline in customer satisfaction scores for Genpact's financial planning and analysis outsourcing offering over the past 60 days is 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 there been any significant update or modification to the financial planning and analysis offering in the last 90 days?

Why it matters: Recent changes could directly impact customer satisfaction. Expected answer: Yes, there was a major software update. Impact on approach: If confirmed, we'd focus on the update's features and implementation.

• Considering the scale of the decline, I'm wondering about the sample size. Can you provide information on how many customers are included in this satisfaction score, and has the measurement methodology remained consistent?

Why it matters: Ensures the data is statistically significant and comparable. Expected answer: Sample size of 500+ customers, consistent methodology. Impact on approach: If inconsistent, we'd need to reassess the validity of the decline.

• Given the nature of financial services, I'm curious about any recent regulatory changes. Have there been any new compliance requirements or industry standards introduced in the past quarter?

Why it matters: Regulatory changes could affect service delivery and customer expectations. Expected answer: No significant regulatory changes. Impact on approach: If yes, we'd need to consider compliance-related factors in our analysis.

• Thinking about potential external factors, has there been any notable change in the competitive landscape or market conditions for financial planning and analysis services?

Why it matters: External market forces could influence customer perceptions. Expected answer: No major market shifts. Impact on approach: If yes, we'd need to factor in market dynamics in our root cause analysis.