See it in Action

Copy Paste following prompt in your Copilot or Gemini:

Root Cause Analysis of Declining Customer Satisfaction (Template: The Root Cause Investigator)

Prompt: “You are a highly analytical and detail-oriented business analyst with expertise in customer experience and process improvement. You’ve been brought in to investigate a significant issue within a popular online language learning platform called “LinguaVerse” (distinct from the previous examples).

Problem/Symptom: LinguaVerse is experiencing a significant decline in customer satisfaction ratings. Over the past three months, their average customer satisfaction score (on a scale of 1 to 5) has dropped from 4.6 to 3.4, and negative reviews on app stores and social media have increased by 60%. Customer support is receiving a high volume of complaints.

Context:

• LinguaVerse offers online language courses in multiple languages, using a combination of interactive lessons, video tutorials, and AI-powered personalized feedback.
• They have a large and diverse user base, ranging from beginners to advanced learners.
• Linguaverse recently introduced a new “immersive learning” feature that uses virtual reality (VR) scenarios to simulate real-life conversations.
• Customer support is primarily handled through an online chatbot and email, with limited phone support.

Task: Your task is to identify the root cause(s) of this decline in customer satisfaction using the ‘5 Whys’ technique. This involves repeatedly asking “Why?” to drill down from the initial symptom to the underlying causes.

Analysis Requirements:

Initial Problem Statement: Clearly restate the problem: the significant decline in LinguaVerse’s customer satisfaction ratings.

5 Whys Iteration: Conduct a ‘5 Whys’ analysis, presenting each “Why?” question and its corresponding answer in a clear and logical sequence. For each answer, provide a brief explanation and justification, drawing upon your understanding of online learning platforms, customer experience best practices, and potential issues with new feature rollouts. Note: While the technique is called ‘5 Whys,’ you may need to ask “Why?” more or fewer than five times to reach the root cause.

Root Cause Identification: Clearly identify the root cause(s) you’ve uncovered through your analysis. Be specific and avoid vague generalizations.

Supporting Evidence: For each step in your 5 Whys analysis, indicate what type of evidence or data could be used to support your reasoning (even if you don’t have access to that data within the LLM). This might include:

• Customer feedback surveys (open-ended comments and quantitative ratings).
• App store reviews and social media comments.
• Usage data from the platform (e.g., engagement with the new VR feature, lesson completion rates).
• Customer support tickets and chat logs.
• Internal reports on the VR feature rollout.
• Usability testing data for the new VR feature.

Potential Solutions: Based on the identified root cause(s), list at least three potential solutions that LinguaVerse could implement to address the issue and improve customer satisfaction.

Format: Present your analysis in a clear and logical format, outlining the chain of reasoning that led you to the root cause(s). A numbered list or a flowchart is appropriate.

Tone: Analytical, objective, insightful, and methodical.

Constraints:

• Focus on identifying the underlying causes, not just the superficial symptoms.
• Consider both technical and non-technical factors that might be contributing to the problem.
• Be as specific as possible in your analysis.”