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Anonym A

am 31. Mai 2019

Global

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

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.

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Sidi

Coach

am 3. Juni 2019

McKinsey Senior EM & BCG Consultant | Interviewer at McK & BCG for 7 years | Coached 500+ candidates secure MBB offers

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

Gelöscht

Coach

bearbeitet am 3. Juni 2019

Approach: Convince in BOTH personal and case fit | 150+ real life interviews | Communications expert

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