Why has General Dynamics Information Technology's cloud migration service seen a 30% decrease in customer satisfaction scores over the past quarter?

Introduction

General Dynamics Information Technology's cloud migration service has experienced a significant 30% decrease in customer satisfaction scores over the past quarter. This alarming trend requires a thorough investigation to identify the root cause and implement effective solutions. I'll approach this analysis systematically, examining both internal and external factors that could contribute to this decline.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking there might be seasonal factors at play. Has this 30% decrease been compared to the same quarter last year?

Why it matters: Seasonal variations could explain the drop and impact our solution approach. Expected answer: No, this is a year-over-year comparison. Impact on approach: If it's not seasonal, we'll focus more on recent changes or issues.

• Considering the scale of the decrease, I'm wondering about the sample size. How many customers are included in this satisfaction score?

Why it matters: A small sample could lead to misleading conclusions. Expected answer: The sample includes feedback from 500+ customers. Impact on approach: A large sample increases confidence in the data, focusing our efforts on substantive issues.

• Given the nature of cloud migration, I'm curious about the project lifecycle. Are these scores from ongoing projects or completed migrations?

Why it matters: Different stages of migration could face different challenges. Expected answer: Scores include both ongoing and completed projects. Impact on approach: We'll need to segment the data to identify if the issue is more prevalent in a particular phase.

• Thinking about recent changes, have there been any significant updates to the migration service or processes in the last quarter?

Why it matters: Recent changes could directly impact customer satisfaction. Expected answer: Yes, there was a major update to the migration toolkit. Impact on approach: We'll prioritize investigating the impact of this update on customer experience.