The Scenario
You are reviewing the weekly ops dashboard. Customer Satisfaction (CSAT) plummeted this week. You dig into the raw feedback comments and see a trend: customers are angry because their promo codes for a new marketing campaign didn't work at checkout.
The Brief
Write a brief incident report explaining the drop in CSAT to the marketing team, who ran the campaign.
Deliverables
- A summary of the metric drop (92% to 78%)
- The root cause analysis based on the feedback comments
- The operational impact (e.g., "This caused 400 extra support tickets")
- A request for process change from Marketing (e.g., testing codes before launch)
Submission Guidance
Ops often has to tell other departments when their mistakes impact the customer. Be factual, use data, and avoid sounding accusatory. Focus on the impact on the support queue.
Submit Your Work
Your submission is graded against the rubric on the right. If you pass, you get a public Badge URL you can share on LinkedIn. There is no draft save, so work offline first and paste your finished response here.