Sample interview questions: How do you approach analyzing and interpreting customer satisfaction or NPS (Net Promoter Score) data to inform business development strategies in the digital media sector?
Sample answer:
1. Collect and Analyze Data
- Gather customer satisfaction data through surveys, social media listening, and customer service feedback.
- Use analytics tools to track key metrics such as NPS, customer churn rate, and user engagement.
- Identify patterns, trends, and outliers in the data to gain insights into customer experiences.
2. Interpret and Segment Data
- Segment customers based on their satisfaction levels (e.g., promoters, detractors, passives).
- Analyze the reasons behind customer dissatisfaction and promoters’ loyalty.
- Use qualitative feedback to understand the underlying motivations and pain points.
3. Identify Growth Opportunities
- Use NPS data to prioritize customer acquisition and retention strategies.
- Identify opportunities to improve customer experiences and remove barriers to satisfaction.
- Develop new products or services tailored to the specific needs of high-value customers.
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