S08 · business case simulation

NPS fell six points. What happened?

People, data and outputs in this scenario are simulated. Each stage is recorded when you commit; the reveal comes after.

4stages
30 minabout
0stages committed

The brief

An online retailer's VP of customer experience (simulated) writes: "Net Promoter Score fell from 42 to 36 this quarter. The board meets in ten days. Tell me what happened and what to fix." Net Promoter Score (NPS) is the share of promoters (scores 9-10) minus the share of detractors (scores 0-6) among survey respondents, in points. All people, counts and rates are simulated.

Stage 1 of 4

The insights team will answer up to three questions before releasing data.

Which three questions do you ask? Select the ones you would ask.

Who is invited, how and when, and did the survey process (timing, channel, wording) change between quarters?How many customers responded each quarter, and how many were promoters and detractors?What decision is waiting on this number, and what will leadership do if the score is down?Which language model should we run over the free-text comments to find the root cause of the fall?Should we replace NPS with a different satisfaction metric that is easier to move before the board meeting?