Problem
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?
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
Practicing as: Customer Insights Analyst interview at ACME HouseHi, I'll play your ACME House interviewer for the Customer Insights Analyst role. Candidates describe these interviews as mostly positive and on the easier side, so expect me to be friendly and conversational. Take your time with the question above and answer like we're in the room.
You are practicing as a guest. Sign up free to get your answer graded with AI feedback. Your draft stays right here.
