Why has Redaptive's LED lighting upgrade service received a 15% increase in negative customer feedback regarding installation times in the past two weeks?

Introduction

Redaptive's LED lighting upgrade service has experienced a 15% increase in negative customer feedback regarding installation times over the past two weeks. This sudden shift in customer satisfaction warrants a thorough investigation to identify and address the root cause. I'll approach this analysis systematically, examining both internal and external factors that could contribute to longer installation times and increased customer dissatisfaction.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking there might be a recent change in our installation process. Has there been any modification to our standard operating procedures in the last month?

Why it matters: Recent changes could directly impact installation times. Expected answer: Yes, we've implemented a new safety protocol. Impact on approach: If confirmed, we'd focus on optimizing the new protocol.

• Considering the specificity of the 15% increase, I'm curious about our feedback collection method. Has there been any change in how we gather or measure customer feedback?

Why it matters: Changes in measurement could skew our perception of the issue. Expected answer: No changes in feedback collection methods. Impact on approach: If unchanged, we'd focus on operational factors rather than data collection issues.

• Given the nature of LED installations, I'm wondering about our current project load. Have we seen a significant increase in the number of installations scheduled in the past month?

Why it matters: Increased workload could strain resources and affect installation times. Expected answer: Yes, we've had a 20% increase in scheduled installations. Impact on approach: If confirmed, we'd look into resource allocation and capacity planning.

• Thinking about external factors, I'm curious about our supply chain. Have there been any disruptions or delays in receiving LED components or installation equipment?

Why it matters: Supply chain issues could directly impact our ability to complete installations on time. Expected answer: Some minor delays, but nothing significant reported. Impact on approach: If confirmed, we'd investigate supply chain optimization and inventory management.