Customer Complaints Increased by 35%
Define the problem, evaluate evidence, identify verified causes and recommend measurable system actions.
22 minutes
Scenario
A scheduling platform received 35% more reminder complaints in May. Support leaders propose retraining agents, while engineering suspects a release defect.
- Your role
- Process improvement analyst
- Method
- Root Cause Analysis
Evidence pack
Baseline
Reminder complaints rose from 40 to 54 per 10,000 messages.
Timing
The increase began two days after release 8.4.
Pattern
82% of new complaints involve rescheduled bookings.
Delivery
Provider delivery success remained at 99.2%.
Data
Affected records contain a new time in schedules_v2 and an old time in reminder_projection.
Test
The integration suite covers new bookings but not reschedules.
Control
No monitor compares scheduled and reminder times before send.
Constraints
- Customer harm must be contained before permanent action.
- Human error cannot be accepted without a mechanism.
- Closure requires an outcome measure.
Case steps
Work through each prompt using the evidence pack. Answers and rubric weights stay protected in the interactive flow.
Choose an immediate containment action that limits customer impact and preserves evidence.
Write a neutral problem statement using evidence e1–e3.
Identify the immediate technical cause and two deeper system vulnerabilities. Cite evidence.
Propose corrective actions linked to each verified cause and define implementation and outcome measures.