Imagine overall customer satisfaction scores have declined for two consecutive quarters, but the root cause is unclear. Walk me through, step by step, how you would diagnose the issue, prioritize opportunities, and design a strategic response plan.

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VirtualInterview.AI · Accepted Answer

First, I’d validate and segment the decline: by customer segment, product line, and touchpoint. For example, I’d look at CSAT and NPS trends over 6–12 months, then cut by geography, tenure, and channel to see where the drop is concentrated. In parallel, I’d run a quick driver analysis and review verbatims to see which themes are spiking—like response times or product reliability. From there, I’d host a short diagnostic with leaders from Product, CX, Sales, and Ops to align on 3–5 likely root causes and size them using affected revenue or accounts. Prioritization would use simple impact/effort scoring, with a focus on actions that could improve scores within one quarter. The response plan would translate into a roadmap with owners, targets (e.g., +5 CSAT in support, -20% time-to-resolution), and a monitoring cadence. I’d also add a fast feedback loop—pulse surveys and frontline feedback—so we can see if interventions are moving the needle quickly.

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