Why has Nagarro's cloud migration service seen a 15% drop in client satisfaction scores over the past quarter?

Introduction

Nagarro's cloud migration service has experienced a 15% drop in client satisfaction scores over the past quarter, signaling a critical issue that demands immediate attention. To address this problem, I'll employ a systematic framework 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% drop been compared to the same quarter last year?

Why it matters: Seasonal patterns could explain fluctuations in client satisfaction. Expected answer: No significant seasonal patterns observed in previous years. Impact on approach: If seasonal, we'd focus on managing expectations; if not, we'd dig deeper into recent changes.

• Considering the metric itself, I'm curious about the composition of the satisfaction score. Is this an aggregate of multiple factors or a single overall rating?

Why it matters: Understanding the metric composition helps pinpoint specific areas of dissatisfaction. Expected answer: It's an aggregate of several factors including ease of migration, downtime, and post-migration support. Impact on approach: We'd analyze each component to identify which areas are driving the decline.

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

Why it matters: Recent changes could directly impact client satisfaction. Expected answer: A new automated migration tool was implemented two months ago. Impact on approach: We'd focus on the new tool's performance and user experience.

• Considering client segments, has the drop in satisfaction been uniform across all client types, or are certain segments more affected?

Why it matters: Identifying affected segments helps narrow down potential causes. Expected answer: Enterprise clients show a more significant drop compared to SMBs. Impact on approach: We'd investigate factors specific to enterprise migrations and their unique requirements.