FREE TEMPLATE
5 Whys Root Cause Analysis Template
A one-page worksheet for working backwards from a customer feedback symptom to the root cause that actually needs fixing. No special training needed — the structure does the work.
What's inside
- A one-page worksheet you can run during a team meeting or NPS review
- The five-question structure that takes you from "the customer complained about X" to "the actual thing we need to change is Y"
- Worked example showing where the fifth answer sits and why the fix usually belongs there
- Guidance for the situations where the chain breaks down — and what to do next
“Within days of implementing CustomerGauge we began uncovering our areas of strength and opportunities to improve our services to customers.”
Joanna Thomas
iSelect Limited
Who it's for
- CX teams running monthly NPS or CSAT reviews and wanting root causes, not symptoms
- Service-recovery and customer-service leads working through individual detractor calls
- Anyone introducing structured root-cause analysis to a feedback programme