Why has Sonder's guest satisfaction score for check-in experience declined from 4.5 to 4.0 stars across European locations in the past 60 days?

Introduction

Sonder's guest satisfaction score for check-in experience has declined from 4.5 to 4.0 stars across European locations in the past 60 days. This significant drop requires a thorough investigation to identify the root cause and implement effective solutions. I'll approach this issue systematically, focusing on data-driven analysis and strategic problem-solving.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking there might be a seasonal factor. Has this decline coincided with any particular holiday or travel season in Europe?

Why it matters: Seasonal fluctuations could explain temporary changes in guest satisfaction. Expected answer: Yes, it coincides with the summer travel season. Impact on approach: If confirmed, we'd need to compare year-over-year data and adjust for seasonality.

• Considering the scope, I'm curious about the geographical distribution. Is this decline uniform across all European locations or concentrated in specific countries or cities?

Why it matters: Localized issues might require different solutions than widespread problems. Expected answer: The decline is more pronounced in major tourist destinations. Impact on approach: We'd focus on high-traffic areas and investigate local factors.

• Thinking about recent changes, have there been any updates to the check-in process or technology in the past 90 days?

Why it matters: Recent changes could directly impact the guest experience. Expected answer: A new mobile check-in system was rolled out 75 days ago. Impact on approach: We'd scrutinize the implementation and user adoption of the new system.

• Considering user segments, has there been a shift in the type of guests (business vs. leisure, domestic vs. international) during this period?

Why it matters: Different guest types may have varying expectations and experiences. Expected answer: There's been an increase in international leisure travelers. Impact on approach: We'd analyze satisfaction scores by guest segment and tailor solutions accordingly.

• Regarding data integrity, has there been any change in how the satisfaction score is calculated or collected in the last 90 days?

Why it matters: Changes in measurement could artificially affect the scores. Expected answer: No changes to the calculation method, but response rate has decreased. Impact on approach: We'd investigate the lower response rate and potential bias in the data.