Short Answer 
The vendor’s declining shipment timeliness is causing an increase in customer inquiries, primarily about order status and delays. Additionally, other factors such as new customers from promotional campaigns, product quality concerns, and heightened customer engagement may also contribute to the rise in questions. Understanding these elements is key for improving customer support and experience.
Step 1: Analyze the Vendor’s Performance Metrics
Start by reviewing the vendor’s performance metrics, especially focusing on the shipment timeliness. It has been noted that the percentage of shipments delivered on time has decreased month by month. This decline, whether at a decreasing rate or not, can lead to customer concerns and increased inquiries. Understanding these metrics can help identify how they may correlate with customer questions.
Step 2: Identify the Impact of Delayed Shipments
The delayed shipments are a primary factor in rising customer inquiries. Customers may have concerns related to their orders, such as:
- Order status and expected delivery dates
- Product availability issues
- Compensation or refunds for delays
These shipping delays raise questions in the minds of buyers, leading to a surge in customer support inquiries.
Step 3: Explore Additional Factors for Increased Customer Questions
While shipment delays are significant, there may be other underlying reasons for the increase in customer inquiries. Consider the following possibilities:
- The promotional campaign may have attracted new customer segments unfamiliar with the vendor.
- Product quality or customer service issues may have surfaced post-campaign.
- Customers might be more engaged or proactive about their purchases due to previous experiences.
Addressing these factors will equip the support team to better respond to customer questions and improve the overall experience.