Why have customer satisfaction scores for John Lewis's personal styling appointments decreased by 10 points since the new booking system was implemented?

Introduction

The recent 10-point decrease in customer satisfaction scores for John Lewis's personal styling appointments following the implementation of a new booking system is a critical issue that demands immediate attention. This analysis will systematically explore potential root causes, generate data-driven hypotheses, and propose a structured approach to address the problem while considering both short-term fixes and long-term strategic implications.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking the new booking system might be directly impacting the customer experience. Could you provide more details on when exactly the new system was implemented and how it differs from the previous one?

Why it matters: Understanding the timeline and changes helps pinpoint potential issues in the new system. Expected answer: The system was implemented 3 months ago, with major changes in the user interface and appointment scheduling process. Impact on approach: If recent, we'd focus on system-specific issues; if longer, we'd consider broader factors.

• Considering the specificity of the decrease, I'm wondering about the composition of the satisfaction score. Can you explain how the 10-point decrease is calculated and what specific aspects of the experience it measures?

Why it matters: Breaking down the score components helps identify which areas are most affected. Expected answer: The score is an average of ratings on booking ease, stylist quality, and overall experience. Impact on approach: We'd prioritize investigating the most significantly impacted components.

• Given the nature of personal styling, I'm curious about any changes in the stylist pool or training. Have there been any significant changes in the stylist team or their training programs coinciding with the new system implementation?

Why it matters: Stylist changes could be a confounding factor in customer satisfaction. Expected answer: No major changes in the stylist team or training programs. Impact on approach: If changes occurred, we'd investigate stylist-related factors; if not, we'd focus more on the booking system itself.

• Considering potential technical issues, I'm interested in the system's performance metrics. Have there been any reported increases in booking errors, system downtime, or appointment conflicts since the new system was implemented?

Why it matters: Technical issues could directly impact customer satisfaction. Expected answer: Some increase in booking errors and occasional system slowdowns reported. Impact on approach: We'd prioritize technical investigations and potential quick fixes.