Why has the average response time for Chegg Tutors increased from 10 minutes to 25 minutes in the last two weeks?

Introduction

The recent increase in average response time for Chegg Tutors from 10 minutes to 25 minutes over the past two weeks is a critical issue that demands immediate attention. This significant degradation in service quality could potentially impact user satisfaction, tutor retention, and overall platform performance. To address this problem, I'll employ a systematic approach to identify, validate, and resolve the root cause while considering both short-term fixes and long-term strategic implications.

Step 1

Clarifying Questions (3 minutes)

• Given the sudden increase, I'm wondering about recent platform changes. Have there been any significant updates to the tutor matching algorithm or user interface in the last month?

Why it matters: Recent changes could directly impact response times. Expected answer: Yes, we updated the matching algorithm two weeks ago. Impact on approach: If confirmed, we'd focus on the algorithm's performance and potential rollback options.

• Considering potential seasonal factors, are we seeing any unusual patterns in user demand or tutor availability compared to the same period last year?

Why it matters: Seasonal fluctuations could explain the change if not accounted for in staffing. Expected answer: User demand has increased by 20% compared to last year, but tutor availability is similar. Impact on approach: We'd need to investigate tutor capacity and recruitment strategies.

• I'm curious about the distribution of response times. Has the increase been uniform across all subject areas and tutor experience levels?

Why it matters: Uneven distribution could point to specific problem areas. Expected answer: STEM subjects and newer tutors are experiencing longer response times. Impact on approach: We'd focus on subject-specific issues and onboarding processes for new tutors.

• Thinking about system performance, have there been any reported technical issues or downtime in the past two weeks?

Why it matters: Technical problems could directly impact response times. Expected answer: There was a server outage for 2 hours last week, but no other reported issues. Impact on approach: We'd investigate the impact of the outage and overall system stability.