Net Promoter Score
Net Promoter Score (NPS) is a widely used method for measuring customer satisfaction and loyalty. It's based on asking customers one simple question: "How likely are you to recommend our company to a friend or colleague?" on a scale of 0-10. The results help companies understand how well they're treating their customers and predict business growth. It's simpler than traditional customer surveys and gives clear, actionable feedback that business leaders can use to make improvements. Many companies consider it their most important customer feedback metric.
Examples in Resumes
Improved Net Promoter Score from 32 to 67 through targeted customer experience initiatives
Led customer success team to achieve highest NPS in company history
Implemented Net Promoter Score program across 5 regional offices
Developed action plans based on NPS feedback that increased customer retention by 25%
Typical job title: "Customer Experience Managers"
Also try searching for:
Where to Find Customer Experience Managers
Professional Networks
Online Communities
Example Interview Questions
Senior Level Questions
Q: How would you develop a strategy to improve a declining NPS score?
Expected Answer: Should discuss analyzing customer feedback patterns, creating action plans, involving different departments, setting measurable goals, and implementing systematic changes with regular monitoring.
Q: How do you tie NPS to business outcomes and ROI?
Expected Answer: Should explain connecting NPS trends to customer retention, revenue growth, and lifetime value. Should mention methods for calculating the financial impact of NPS improvements.
Mid Level Questions
Q: How would you handle detractor feedback in an NPS survey?
Expected Answer: Should discuss immediate response protocols, feedback analysis, creating improvement plans, and following up with unhappy customers to resolve issues.
Q: What are the key components of a successful NPS program?
Expected Answer: Should mention survey timing, follow-up processes, data analysis, action planning, and closing the feedback loop with customers.
Junior Level Questions
Q: Can you explain how NPS is calculated?
Expected Answer: Should explain the basic formula: percentage of promoters (9-10 scores) minus percentage of detractors (0-6 scores), resulting in a score from -100 to +100.
Q: What's the difference between promoters, passives, and detractors?
Expected Answer: Should explain that promoters (9-10) are loyal enthusiasts, passives (7-8) are satisfied but unenthusiastic, and detractors (0-6) are unhappy customers who might harm through negative word-of-mouth.
Experience Level Indicators
Junior (0-2 years)
- Basic NPS survey administration
- Data collection and basic analysis
- Customer feedback documentation
- Basic reporting and presentation skills
Mid (2-5 years)
- Advanced NPS analysis and trending
- Customer feedback program management
- Action plan development
- Cross-functional team coordination
Senior (5+ years)
- Strategic program development
- Executive level reporting
- Change management leadership
- ROI analysis and business impact assessment
Red Flags to Watch For
- Unable to explain basic NPS calculation
- Lack of experience with customer feedback analysis
- No understanding of follow-up processes
- Poor communication skills
- No experience with customer experience metrics
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