Why has GlobalLogic's digital product engineering service seen a 15% drop in client satisfaction scores over the past quarter?

Introduction

GlobalLogic's digital product engineering service has experienced a concerning 15% drop in client satisfaction scores over the past quarter. This decline signals potential issues within the service delivery, client expectations, or both. To address this challenge, I'll employ a systematic approach to identify, validate, and resolve the root cause while considering both immediate and long-term implications for the business.

Step 1

Clarifying Questions (3 minutes)

• Given the recent decline, I'm wondering about any significant changes in our service delivery. Have we implemented any new processes or technologies in the past quarter?

Why it matters: Recent changes could directly impact client satisfaction. Expected answer: Yes, we've introduced a new project management system. Impact on approach: If confirmed, I'd focus on the system's implementation and user adoption.

• Considering the specificity of the 15% drop, I'm curious about our measurement methodology. Has there been any change in how we collect or calculate client satisfaction scores?

Why it matters: Changes in measurement could skew results without actual service quality changes. Expected answer: No changes in methodology. Impact on approach: If unchanged, I'd focus on actual service quality issues rather than measurement discrepancies.

• Looking at the client base, I'm thinking about potential shifts in client demographics. Have we onboarded any new, large clients or lost any significant accounts recently?

Why it matters: Changes in client composition could affect overall satisfaction scores. Expected answer: We've onboarded two large enterprise clients this quarter. Impact on approach: If confirmed, I'd investigate whether these new clients have different expectations or needs.

• Considering industry trends, I'm wondering if there have been any significant market shifts or competitor actions that might influence client expectations?

Why it matters: External factors could be raising the bar for client satisfaction across the industry. Expected answer: A major competitor has launched an AI-enhanced service offering. Impact on approach: If true, I'd explore how this might be influencing client expectations and our competitive positioning.