How can we explain the sudden 25% decline in client satisfaction scores for TransPerfect's website localization services during the last two weeks?

Introduction

The sudden 25% decline in client satisfaction scores for TransPerfect's website localization services over the past two weeks is a critical issue that demands immediate attention. This analysis will systematically identify, validate, and address the root cause while considering both short-term and long-term implications for our product and business.

I'll approach this problem by first clarifying key details, ruling out external factors, and then diving deep into our product, metrics, and potential internal causes. We'll generate data-driven hypotheses, conduct root cause analysis, and develop a comprehensive plan to resolve the issue and prevent future occurrences.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking there might have been a recent product update. Has there been any significant change to the website localization service in the last month?

Why it matters: Recent changes often correlate with sudden metric shifts. Expected answer: Yes, a new machine learning algorithm was implemented. Impact on approach: If true, we'd focus on the new algorithm's performance and integration.

• Considering the scale of the decline, I'm wondering about the sample size. How many clients are included in this satisfaction score, and has the measurement method changed recently?

Why it matters: Ensures the data is statistically significant and consistently measured. Expected answer: Scores from 500+ clients, no change in measurement. Impact on approach: If sample size is small or inconsistent, we'd need to validate the data first.

• Given the specificity to website localization, I'm curious about other services. Have satisfaction scores for other TransPerfect services remained stable during this period?

Why it matters: Helps isolate whether this is a service-specific or company-wide issue. Expected answer: Other services' scores are stable. Impact on approach: If true, we'd focus exclusively on website localization processes.

• Considering potential external factors, have there been any significant changes in client demographics or project types in the last month?

Why it matters: Changes in client base or project complexity could affect satisfaction scores. Expected answer: No significant changes noted. Impact on approach: If changes exist, we'd analyze how they might impact satisfaction scores.