Why have customer satisfaction scores for Cvent's Supplier Network declined by 15% this quarter compared to last?

Introduction

The recent 15% decline in customer satisfaction scores for Cvent's Supplier Network is a critical issue that demands immediate attention and a thorough root cause analysis. As we delve into this problem, we'll employ a systematic approach to identify, validate, and address the underlying factors contributing to this significant drop in customer satisfaction.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking there might be a seasonal component. Has this decline been observed in previous years during the same quarter?

Why it matters: Seasonal patterns could explain fluctuations and help us differentiate between cyclical issues and new problems. Expected answer: No, this decline is unusual for this time of year. Impact on approach: If seasonal, we'd focus on year-over-year comparisons; if not, we'd investigate recent changes.

• Considering the scope, I'm wondering if this decline is uniform across all user segments. Are we seeing any particular user groups more affected than others?

Why it matters: Identifying specific affected segments could point to targeted issues rather than system-wide problems. Expected answer: The decline is more pronounced among enterprise users. Impact on approach: We'd focus our investigation on enterprise-specific features or recent changes affecting that segment.

• Thinking about recent changes, have there been any significant updates to the Supplier Network in the past quarter?

Why it matters: Recent updates could be directly linked to the satisfaction decline if they introduced bugs or usability issues. Expected answer: Yes, we rolled out a new UI for the booking process last month. Impact on approach: We'd prioritize analyzing the impact of this UI change on user satisfaction and behavior.

• Considering data integrity, has there been any change in how we measure or collect customer satisfaction scores?

Why it matters: Changes in measurement methodology could lead to apparent declines that don't reflect actual user sentiment. Expected answer: No changes in measurement methodology. Impact on approach: We'd focus on actual user experience issues rather than data collection anomalies.