Why has Tech Mahindra's IT infrastructure management service seen a 15% decrease in customer satisfaction scores over the past quarter?

Introduction

Tech Mahindra's IT infrastructure management service has experienced a concerning 15% decrease in customer satisfaction scores over the past quarter. This decline signals potential issues within the service delivery, customer experience, or underlying infrastructure. To address this problem, I'll employ a systematic approach to identify, validate, and resolve the root cause while considering both immediate and long-term implications for the business.

Step 1

Clarifying Questions (3 minutes)

• Considering the timing, I'm wondering if there have been any recent changes to the service offering. Have there been any significant updates or modifications to the IT infrastructure management service in the past 3-6 months?

Why it matters: Recent changes could directly impact customer satisfaction. Expected answer: Yes, there have been some updates to the service. Impact on approach: If confirmed, I'd focus on change management and communication strategies.

• Looking at the metric itself, I'm curious about the measurement methodology. Has there been any change in how customer satisfaction is measured or reported in the last quarter?

Why it matters: Changes in measurement could artificially affect the scores. Expected answer: No changes in measurement methodology. Impact on approach: If unchanged, I'd focus on actual service quality issues rather than measurement discrepancies.

• Considering the customer base, I'm thinking about segmentation. Has the decrease in satisfaction been uniform across all customer segments, or are certain groups more affected?

Why it matters: Identifies whether the issue is widespread or localized to specific segments. Expected answer: The decrease varies across segments. Impact on approach: If varied, I'd prioritize investigating the most affected segments first.

• Given the nature of IT infrastructure management, I'm considering service performance. Have there been any significant outages or performance issues reported in the past quarter?

Why it matters: Technical issues could directly impact customer satisfaction. Expected answer: Some performance issues have been reported. Impact on approach: If confirmed, I'd focus on technical root causes and reliability improvements.