Short Answer 
Customer inquiries have consistently increased over the last three months, indicating ongoing issues that need resolution, while the timeliness of shipments has improved but remains negative overall. Furthermore, there are persistent problems with shipment accuracy that contribute to customer confusion and dissatisfaction, necessitating urgent corrective actions.
Step 1: Analyze Customer Question Trends
The trend in customer questions shows a consistent increase over the past three months, with rates rising each month. Key statistics include:
- Month 1: +8%
- Month 2: +10%
- Month 3: +12%
This steady rise indicates that customer inquiries are driven by ongoing issues that need addressing, marking a 4% increase from Month 1 to Month 3.
Step 2: Assess Timeliness of Shipments
While there has been a gradual improvement in the percentage of shipments delivered on time, it remains negative overall. The data shows:
- Month 1: -10%
- Month 2: -7%
- Month 3: -5%
Despite the reduction in delays, the continued dissatisfaction from unreliably late shipments likely drives many customer inquiries, emphasizing the need for improvement.
Step 3: Evaluate Shipment Accuracy
Another key issue is the percentage of shipments that are sent incorrectly, which has been problematic. The findings reveal:
- Month 1: +2%
- Month 2: +4%
- Month 3: +4%
The initial increase followed by a plateau indicates persistent problems that can confuse customers and lead to more inquiries. Resolving these inaccuracies is essential for reducing customer questions and enhancing satisfaction.