Why are customer ratings for the Noon grocery delivery service declining this month?

Introduction

The declining customer ratings for Noon's grocery delivery service this month is a critical issue that demands immediate attention. As we analyze this product challenge, I'll employ a systematic framework to identify, validate, and address the root cause while considering both short-term fixes and long-term strategic implications.

To tackle this problem, I'll start by asking clarifying questions to gather essential context. Then, I'll rule out basic external factors before diving deep into the product understanding and user journey. We'll break down the metric, gather relevant data, form hypotheses, and conduct a thorough root cause analysis. Finally, we'll develop a validation plan and decision framework to guide our next steps.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking there might be a recent change in the service. Has Noon implemented any significant updates or changes to the grocery delivery service in the past month?

Why it matters: Recent changes often correlate with shifts in customer satisfaction. Expected answer: Yes, there was a change in the delivery partner network. Impact on approach: If confirmed, we'd focus on investigating the new delivery network's performance.

• Considering the nature of grocery delivery, I'm curious about the specific aspects of the service that are receiving lower ratings. Are we seeing a decline across all rating categories, or are there specific areas (e.g., delivery time, product quality) that are particularly affected?

Why it matters: This helps us pinpoint whether the issue is systemic or localized to specific service aspects. Expected answer: The decline is primarily in delivery time ratings. Impact on approach: We'd prioritize investigating factors affecting delivery speed and reliability.

• Given that this is a month-over-month change, I'm wondering about the magnitude of the decline. Can you provide context on how significant this rating drop is compared to normal fluctuations?

Why it matters: Understanding the scale helps determine the urgency and scope of our response. Expected answer: The decline is 15%, which is three times larger than typical monthly variations. Impact on approach: A significant drop would prompt a more aggressive and immediate response strategy.

• Considering potential seasonal factors, I'm curious about the comparison to the same period last year. How do the current ratings compare to the ratings from the same month in the previous year?

Why it matters: This helps distinguish between seasonal trends and new issues. Expected answer: Last year's ratings for the same month were stable or slightly higher. Impact on approach: If confirmed, we'd focus on recent changes rather than cyclical factors.