How would you go about improving the Customer Satisfaction score from 80% to 90% for a particular product

Question

Please provide some stucture and the process to approach this question in an interview.

Example Google Cloud Platform - you are tasked with improving the CSAT scores for your client for the implementation of the product.

Answer 1

This is a typical brainstorming question.

As for all brainstorming questions, you have to first define your focus metric (CSAT).
Then you have to disaggregate each element of the definition into its components.
Then you derive the potential influencing factors for each of the components, before then developing ideas on how to affect these influencing factors into the desired direction.

Cheers, Sidi

Answer 2

Hi,

Indeed, this question is not answerable given the minimal set of information provided.

As a starting point though, think about the definition of the "Customer Satisfaction score" (whatever it is). Then, investigate the drivers of this metric and how the metrics would need to change from a mathematical perspective (quantitative perspective). Next, brainstorm in a structured way to come up with qualitative suggestions (qualitative perspective).

Best regards

Answer 3

Hi,

You can't answer such questions without knowing the context, at least the type of business you are working on. Pls specify

Best

Answer 4

Hi Saeed, and thanks for your question, Now, to put it shortly, the answer is yes and no. It all depends on the conte... (read entire answer)

Hi Saeed, and thanks for your question, Now, to put it shortly, the answer is yes and no. It all depends on the context and the case. If you you already have a strong idea about... (read entire answer)