SCQA

How to implement

Situation
Briefly describe the current situation, the specific problem, or the reason you are communicating.

Complication
Introduce the problem, challenge, event, or change that disrupts the initial situation.

Question
Ask the question that everyone’s asking, or the issue that needs to be addressed.

Answer
Provide a clear and concise answer to the question, explaining what you’re doing to address the situation.

Example

Let’s use SCQA to structure a recommendation for improving customer retention:

Situation:
Our company has experienced consistent revenue growth over the past three years, and our customer acquisition rate remains strong.

Complication:
However, we’ve noticed a recent increase in customer churn, particularly among our newer subscribers, which is starting to impact our overall growth projections.

Question:
How can we improve our customer retention rate among new subscribers to ensure continued and sustainable growth?

Answer:
We recommend implementing a more robust onboarding program for new subscribers that includes personalized support and proactive engagement during their first 90 days. This will help them realize the full value of our product and reduce the likelihood of early churn.