Why have guest satisfaction scores for Marriott's room service decreased by 15% across North American properties in the last 6 months?

Introduction

The recent 15% decrease in guest satisfaction scores for Marriott's room service across North American properties over the last 6 months is a concerning trend that requires immediate attention. To address this issue, 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 seasonal factors at play. Has this 15% decrease been consistent across all months, or are there any noticeable patterns?

Why it matters: Seasonal trends could explain fluctuations and help focus our investigation. Expected answer: The decrease has been relatively consistent. Impact on approach: If seasonal, we'd need to compare year-over-year data instead of month-to-month.

• Considering the scope, I'm curious about the distribution of this decrease. Is the 15% drop uniform across all North American properties, or are some locations more affected than others?

Why it matters: Localized issues might point to specific operational problems. Expected answer: The decrease varies, with some properties more affected than others. Impact on approach: We'd need to investigate property-specific factors for the most affected locations.

• Thinking about recent changes, have there been any significant updates to the room service menu, pricing, or delivery process in the last 6-8 months?

Why it matters: Recent changes could directly impact guest satisfaction. Expected answer: Some menu updates and a slight price increase were implemented. Impact on approach: We'd need to analyze the impact of these changes on guest perception and behavior.

• Considering the metric itself, has there been any change in how guest satisfaction for room service is measured or reported in the last year?

Why it matters: Changes in measurement could artificially affect the scores. Expected answer: No changes to the measurement system. Impact on approach: If changed, we'd need to recalibrate our analysis based on the new measurement system.