Why has SeatGeek's customer support team seen a 30% increase in refund requests for concert tickets in the past two weeks?

Introduction

SeatGeek's 30% increase in refund requests for concert tickets over the past two weeks signals a significant shift in customer behavior that demands 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)

• Considering the sudden spike, I'm wondering if there's been a major event cancellation. Have any high-profile concerts been called off recently?

Why it matters: Event cancellations could explain the surge in refund requests. Expected answer: Information about recent cancellations or lack thereof. Impact on approach: If confirmed, we'd focus on improving cancellation communication and refund processes.

• Given the two-week timeframe, I'm curious about any recent platform updates. Have there been any changes to the ticketing or refund process in the last month?

Why it matters: Recent changes could have unintended consequences on user behavior. Expected answer: Details of recent updates or confirmation of no significant changes. Impact on approach: If changes occurred, we'd investigate their direct impact on refund requests.

• Thinking about user segments, I'm wondering if this increase is uniform across all ticket types. Is the 30% increase consistent across different price points or event categories?

Why it matters: Helps identify if the issue is global or specific to certain segments. Expected answer: Breakdown of refund requests by ticket type or price range. Impact on approach: Segmented data would allow for more targeted solutions.

• Considering potential external factors, has there been any significant economic news or events that might impact consumer spending on entertainment?

Why it matters: Economic factors could influence ticket purchasing and refund behavior. Expected answer: Information on relevant economic events or trends. Impact on approach: If external factors are significant, we'd need to consider broader market strategies.