NPS (Net Promoter Score)
NPS (Net Promoter Score) is a widely used method to measure how satisfied customers are with a company. It works by asking customers one simple question: "How likely are you to recommend our company to a friend or colleague?" on a scale from 0 to 10. People who give high scores (9-10) are called "Promoters," those giving medium scores (7-8) are "Passives," and low scores (0-6) are "Detractors." The final score is calculated by subtracting the percentage of Detractors from the percentage of Promoters. Companies use NPS to track customer loyalty over time and compare themselves to competitors.
Examples in Resumes
Improved NPS from 32 to 78 through targeted customer service initiatives
Led team that achieved highest Net Promoter Score in company history
Implemented successful customer feedback program resulting in 45-point NPS increase
Typical job title: "Customer Experience Managers"
Also try searching for:
Where to Find Customer Experience Managers
Professional Networks
Online Communities
Events & Conferences
Example Interview Questions
Senior Level Questions
Q: How would you develop a strategy to improve a low NPS score?
Expected Answer: Should discuss analyzing feedback patterns, creating action plans, implementing changes across departments, and measuring results. Should mention importance of employee training and systematic approach to addressing customer concerns.
Q: How do you link NPS improvements to business outcomes?
Expected Answer: Should explain connection between higher NPS and customer retention, revenue growth, and referral business. Should mention tracking metrics over time and correlating with business performance.
Mid Level Questions
Q: What methods do you use to collect and analyze NPS data?
Expected Answer: Should discuss various survey methods (email, SMS, phone), timing of surveys, and basic data analysis techniques. Should mention importance of follow-up with detractors.
Q: How do you handle negative feedback from detractors?
Expected Answer: Should explain process for quick response to negative feedback, escalation procedures, and how to turn negative experiences into positive ones.
Junior Level Questions
Q: Can you explain what NPS is and how it's calculated?
Expected Answer: Should explain the basic 0-10 scale, definition of Promoters, Passives, and Detractors, and the simple calculation of percentage of Promoters minus percentage of Detractors.
Q: Why is NPS important for a business?
Expected Answer: Should explain that NPS helps measure customer loyalty, predict growth, and identify areas for improvement in customer service.
Experience Level Indicators
Junior (0-2 years)
- Basic understanding of NPS calculation
- Customer survey administration
- Basic data collection and reporting
- Customer service fundamentals
Mid (2-5 years)
- NPS data analysis and trending
- Customer feedback management
- Action plan development
- Team coordination for improvements
Senior (5+ years)
- Strategic NPS program management
- Cross-functional leadership
- Advanced analytics and reporting
- Program development and training
Red Flags to Watch For
- Unable to explain basic NPS calculation
- No experience with customer feedback analysis
- Lack of problem-solving examples
- No understanding of customer service principles
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