Response Time Impact on Retention

Scenario

You changed how quickly support requests are handled, and you want to know whether that shift changed customer retention. You have pre and post periods and customer-level outcomes, but response times may also move with customer mix and seasonality.

Question

How would you investigate whether a change in support response times affected retention?

Problem

Scenario

Question

How would you investigate whether a change in support response times affected retention?

Anchoring Example Data

Alpha·0.05Pre-period retained·8640Post-period retained·9375Pre-period customers·12000Post-period customers·12500Pre avg first response hours·10.4Post avg first response hours·7.1

Problem

Scenario

Question

How would you investigate whether a change in support response times affected retention?

Anchoring Example Data

Alpha·0.05Pre-period retained·8640Post-period retained·9375Pre-period customers·12000Post-period customers·12500Pre avg first response hours·10.4Post avg first response hours·7.1

Problem

Scenario

Question

How would you investigate whether a change in support response times affected retention?

Anchoring Example Data

Alpha·0.05Pre-period retained·8640Post-period retained·9375Pre-period customers·12000Post-period customers·12500Pre avg first response hours·10.4Post avg first response hours·7.1

Interview Guides

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Scenario

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Anchoring Example Data

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Scenario

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Anchoring Example Data

Response Time Impact on Retention

Problem

Scenario

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Anchoring Example Data

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Scenario

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Anchoring Example Data