From the course: Service Metrics for Customer Service

Unlock the full course today

Join today to access over 22,600 courses taught by industry experts or purchase this course individually.

Root cause analysis: Non-statistical

Root cause analysis: Non-statistical

From the course: Service Metrics for Customer Service

Start my 1-month free trial

Root cause analysis: Non-statistical

“

- Have you ever heard or been part of this conversation, I thought we fixed that problem, why are we talking about it again? Chances are, a symptom was addressed, at least temporarily but the root cause was not fully identified and resolved. Your proof that a problem has been fixed is that it doesn't recur or its frequency is reduced dramatically. I'm going to share a couple of methods that are particularly useful in starting conversations about where problems may exist. The first is the five whys. Identify a problem and ask why it's occurring at least five times. Follow that trail. For example, a customer satisfaction survey indicates that your bank's customers are less happy than they were the prior quarter. This is a trend that's been occurring for the past year. It's time to figure this out. So let's use the five whys. Why are customers unhappy? Well, 38% of respondents complain about bank fees. Why are bank fees a problem? They're being charged more frequently. Why are bank fees…

Contents