I am uncertain about which MECE framework (process, conceptual, segmentation) to use in the case of decreasing customer satisfaction.
In a case my task is to answer that how a bus company would increase its customer satisfaction rate.
First of all I have to define the focus metric. Than I need to ask questions where are the pain points? The questions should be formulated in a way that follows the MECE framework, which means structuring them along the customer journey from purchasing a bus ticket to the travel itself?
2. Or I apply the MECE framework only after identifying the pain points through questions? If yes, which one?
Hi! Thank you for your answer. If the KPI is the CSAT score, could you provide an example of how to disaggregate this KPI into its constituent elements or drivers?
It of course depends on the dimensions that are measured by CSAT (Which as far as I know is just the percentage of customers who gave ratings 4 or 5 - but as described, this must first be verified with the interviewer!). So we could speak about delivery speed, service quality, dysfunctionality rate etc. These are just examples - we would need to find out the actual critical dimensions for those customers who gave 1-3 ratings, and then we can develop ideas to address the influencing factors which can positively impact the performance on these dimensions. This is the rough discussion line you will have with your interviewer which shows that your are actually THINKING about the problem. And not just recalling a stupid memorized framework. :)
Wow, this is a great explanation. Thank you Sidi