You are a senior customer insights analyst on a consumer electronics retail team. In the last 4 weeks, customer satisfaction has fallen from 62 to 54, and post-purchase survey response volume is down 18% at the same time. The drop is showing up most clearly after online orders and store pickup orders, while in-store purchase feedback is roughly flat. Leadership wants to know whether the decline is coming from a specific journey step, a service issue, or a survey bias shift.