Why have customer satisfaction scores for Euromonitor's consulting services decreased by 10 points in the past 6 months?

Introduction

The recent 10-point decrease in customer satisfaction scores for Euromonitor's consulting services over the past 6 months is a critical issue that demands immediate attention. This analysis will systematically investigate potential root causes, generate data-driven hypotheses, and propose actionable solutions to address this concerning trend in our core business offering.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking there might be seasonal factors at play. Have we seen similar dips in satisfaction scores during this time of year in previous years?

Why it matters: Identifying cyclical patterns helps distinguish between temporary fluctuations and systemic issues. Expected answer: No significant seasonal patterns observed in previous years. Impact on approach: If seasonal, we'd focus on short-term mitigation; if not, we'd investigate deeper structural issues.

• Considering the scope of the decrease, I'm curious about the distribution. Is this decline consistent across all client segments or concentrated in specific areas?

Why it matters: Pinpointing affected segments helps narrow down potential causes and tailor solutions. Expected answer: The decline is more pronounced in enterprise clients. Impact on approach: We'd prioritize investigating factors specific to enterprise engagements.

• Given the nature of consulting services, I'm wondering if there have been any significant changes in our service delivery model or team composition recently?

Why it matters: Internal changes could directly impact client satisfaction. Expected answer: A new project management system was implemented 4 months ago. Impact on approach: We'd examine the system's impact on service delivery and client interactions.

• Thinking about external factors, have there been any notable shifts in market demands or competitor offerings that might influence client expectations?

Why it matters: Changes in the competitive landscape could affect perceived value of our services. Expected answer: A major competitor launched a new AI-driven analytics tool. Impact on approach: We'd assess how this impacts client expectations and our value proposition.