Free 5 Whys Root Cause Analysis Template
Start from a filled-in example, then run your own analysis on the blank template. Every "why" has a column for evidence, so the root cause is something you can prove.
What is in the Excel pack
- Filled-in example first: delivery delay complaints
- Blank 5 Whys template with an evidence-strength column
- Cause tree for problems with more than one cause
- Action tracker: owner, due date, metric, check date
- Session checklist: before, during and after
- Two more customer experience examples
Example: delivery delay complaints
This is page 1 of the template. Page 2 is the same sheet, blank.
| Step | Answer | Evidence |
|---|---|---|
| Problem | "Where is my order?" complaints doubled in two weeks | Ticket tags, review mentions |
| Why 1 | Parcels reach customers 2-3 days after the promised date | Order and delivery timestamps |
| Why 2 | Orders leave the warehouse a day later than before | Warehouse dispatch log |
| Why 3 | Afternoon orders miss the last carrier pickup | Carrier pickup schedule |
| Why 4 | The carrier moved its pickup time earlier | Carrier notice |
| Why 5 | Nobody owns reviewing carrier schedule changes against the delivery promise | Process review |
| Root cause | No owner or check links carrier schedule changes to the delivery promise shown at checkout | |
| Action | Assign an owner; update the checkout cut-off time whenever pickup times change | |
| Check | Next sprint; track "where is my order" tickets weekly |
How to run a 5 Whys analysis
- 1Write the problem as a fact: what, where, since when, how much. No causes in the problem line.
- 2Ask "why is this happening?" and write the answer you can prove. Note the evidence next to it.
- 3Repeat. Each answer becomes the next question. Stop when fixing the cause would stop the problem from coming back.
- 4More than one true answer at a step? Use the cause tree instead of forcing one chain.
- 5Write one specific action per root cause, with an owner and a date.
- 6Check the metric on the check date. Not fixed? The root cause was a symptom: go one why deeper.
Frequently asked questions
Is the 5 Whys template free?
Yes. The printable PDF downloads without an email. The Excel pack, with the cause tree, action tracker, checklist and three examples, is sent to your email for free.
Does it work in Google Sheets?
Yes. After you request the pack you can make your own copy in Google Sheets with one click, or upload the .xlsx file to Google Drive. The dropdowns and layout carry over.
What if a problem has more than one root cause?
Use the cause tree sheet. It gives each cause its own branch of whys, root cause, action and owner.
When is the 5 Whys not enough?
When the same problem shows up across thousands of tickets, reviews or survey comments. A workshop sees a sample; Pivony analyses all of the feedback and finds the root causes automatically.
Have thousands of complaints, reviews or tickets?
Pivony runs root cause analysis on all of your customer feedback, not a workshop sample.
Get a free root cause audit