Introduction
The 20% decline in cleaner retention rates for SweepSouth in Johannesburg over the last quarter 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 the business.
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 solutions.
Framework overview
This analysis follows a structured approach covering issue identification, hypothesis generation, validation, and solution development.
Step 1
Clarifying Questions (3 minutes)
Why this matters: Understanding the context helps pinpoint potential causes and ensures we're not chasing false leads.
Hypothetical answer: Let's assume the typical retention rate was 80%, now down to 64%. The measurement hasn't changed, but we've noticed a higher churn among newer cleaners. We recently updated our payment system and there's been some economic instability in the region.
Impact: This information suggests we should focus on the experience of newer cleaners and investigate any issues with the payment system update.
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