What's causing the sudden 30% drop in customer ratings for Rebel Foods' Behrouz Biryani in the Mumbai region?

Introduction

The sudden 30% drop in customer ratings for Behrouz Biryani in Mumbai 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 Rebel Foods' flagship brand.

I'll approach this problem by first clarifying key details, ruling out external factors, and then diving deep into product understanding, metric breakdown, and data analysis. From there, I'll form hypotheses, conduct root cause analysis, and propose validation methods and next steps.

Step 1

Clarifying Questions (3 minutes)

• Looking at the suddenness of the drop, I'm thinking there might have been a recent change. Has there been any significant update to the Behrouz Biryani product or service in Mumbai recently?

Why it matters: Recent changes often correlate with sudden metric shifts. Expected answer: Yes, a new recipe or packaging was introduced. Impact on approach: If confirmed, I'd focus on the change management process and customer communication.

• Considering the specificity to Mumbai, I'm wondering about local factors. Have there been any Mumbai-specific events or issues that could affect food delivery or quality?

Why it matters: Local events can have outsized impacts on regional performance. Expected answer: There might have been local supply chain disruptions or weather events. Impact on approach: If true, I'd investigate supply chain resilience and local contingency planning.

• Given the magnitude of the drop, I'm curious about the timeline. Over what period did this 30% drop occur?

Why it matters: The speed of the decline informs the urgency and nature of our response. Expected answer: The drop occurred over the past week or month. Impact on approach: A faster drop would suggest a more acute issue requiring immediate action.

• Thinking about customer segments, I'm wondering if this affects all user groups equally. Do we see any patterns in which customer segments are most affected by this rating drop?

Why it matters: Segmentation helps pinpoint whether the issue is universal or specific to certain users. Expected answer: The drop is more pronounced among certain user groups. Impact on approach: If segmented, I'd tailor solutions to the most affected groups first.

• Considering potential system issues, I want to confirm the data's integrity. Have there been any changes to how we collect or calculate customer ratings recently?

Why it matters: Ensures we're addressing a real issue, not a data anomaly. Expected answer: No changes to the rating system have been made. Impact on approach: If there were changes, I'd first focus on validating the data collection process.