Your question is Diagnose a Customer Satisfaction Drop. Take a moment with it on the right.
Talk me through your thinking if you like. When you're confident, submit your answer and I'll grade it like a real screen (7/10 or better passes).
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.
How would you approach a sudden drop in customer satisfaction?