Why has Cognizant Softvision's custom software development service seen a 15% decrease in client satisfaction scores over the past quarter?

Introduction

Cognizant Softvision's custom software development service has experienced a 15% decrease in client satisfaction scores over the past quarter, 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 and long-term implications.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking there might be seasonal factors at play. Has this 15% decrease been compared to the same quarter last year?

Why it matters: Seasonal fluctuations could explain the drop without indicating a systemic issue. Expected answer: No, this is a year-over-year comparison. Impact on approach: If it's not seasonal, we'll focus more on recent changes or internal factors.

• Considering the metric specificity, I'm curious about the components of the satisfaction score. Can you provide a breakdown of the specific areas where satisfaction has decreased?

Why it matters: Understanding which aspects of satisfaction have declined helps pinpoint problem areas. Expected answer: Decreases in areas like project delivery time, communication, and code quality. Impact on approach: We'll prioritize investigating the most affected areas first.

• Given the service nature, I'm wondering about project complexity. Has there been a significant change in the types or complexity of projects undertaken recently?

Why it matters: Increased project complexity could strain resources and impact satisfaction. Expected answer: There has been a 20% increase in complex, large-scale projects. Impact on approach: We'll examine resource allocation and scaling processes.

• Thinking about team dynamics, have there been any significant changes in the development team composition or leadership in the past quarter?

Why it matters: Team changes can affect project execution and client relationships. Expected answer: Yes, there's been a 30% turnover in senior developers. Impact on approach: We'll focus on knowledge transfer and team stability issues.