Why has Gett's ride completion rate dropped by 15% in the last month for business account users?

Introduction

The recent 15% drop in Gett's ride completion rate for business account users is a critical issue that demands immediate attention. This decline not only impacts revenue but also threatens customer satisfaction and loyalty in a highly competitive market. I'll approach this problem systematically, focusing on identifying the root cause, validating hypotheses, and developing both short-term fixes and long-term strategies to address the issue.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking there might be a recent change in the business account system. Has there been any update to the business account features or billing process in the last month?

Why it matters: Recent changes often correlate with performance shifts. Expected answer: Yes, there was an update to the billing system. Impact on approach: If confirmed, we'd focus on the billing system as a primary area of investigation.

• Considering the specificity of the user segment, I'm wondering about the distribution of the decline. Is the 15% drop uniform across all business accounts, or are certain types of accounts more affected?

Why it matters: Helps identify if the issue is systemic or specific to certain account types. Expected answer: The decline is more pronounced in larger corporate accounts. Impact on approach: We'd prioritize investigating factors specific to large corporate accounts.

• Given the nature of business travel, I'm curious about any seasonal patterns. Has there been any significant change in business travel trends or corporate policies that might explain this drop?

Why it matters: External factors could be driving the decline. Expected answer: No significant changes in overall business travel trends. Impact on approach: We'd focus more on internal factors if external trends don't explain the decline.

• Thinking about the competitive landscape, I'm wondering if there have been any recent moves by competitors targeting business users. Have any major competitors launched new features or pricing models for business accounts recently?

Why it matters: Competitive pressure could be drawing users away. Expected answer: A competitor launched a new corporate package last month. Impact on approach: We'd need to assess our value proposition against the new competitive offering.