Why has Just Eat Takeaway's customer support ticket resolution time increased from 2 hours to 6 hours on average this quarter?

Introduction

Just Eat Takeaway's customer support ticket resolution time increase from 2 to 6 hours on average this quarter is a critical issue that demands immediate attention. This significant slowdown in customer service efficiency could have far-reaching consequences for user satisfaction, retention, and overall business performance. To address this problem, I'll employ a systematic approach to identify, validate, and resolve the root cause while considering both short-term fixes and long-term strategic implications.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking there might be a seasonal factor. Has there been a significant increase in order volume this quarter compared to previous quarters?

Why it matters: Seasonal spikes could overwhelm support systems. Expected answer: Yes, order volume has increased by 20%. Impact on approach: If confirmed, we'd need to focus on scaling support capabilities.

• Considering potential system changes, have there been any recent updates to the customer support software or ticketing system?

Why it matters: Software changes could introduce bugs or inefficiencies. Expected answer: A new ticketing system was implemented last month. Impact on approach: If true, we'd need to investigate system-specific issues and potential rollback options.

• Thinking about staffing, has there been any significant change in the customer support team size or structure recently?

Why it matters: Understaffing or reorganization could impact resolution times. Expected answer: The team size has remained stable, but there's been high turnover. Impact on approach: If confirmed, we'd focus on training and retention strategies.

• Considering metric definition, has there been any change in how ticket resolution time is calculated or measured?

Why it matters: Changes in measurement could create false alarms. Expected answer: No changes in measurement methodology. Impact on approach: If unchanged, we can rule out measurement issues and focus on actual performance factors.