Product Strategy to Raise Amazon's Net Promoter Score (NPS)

As a product manager at Amazon, you have been asked to lift customers' Net Promoter Score (NPS). Explain how you would approach it and what you would change. ```hint Start with the detractors NPS rises when detractors become passives or promoters. Work out which moments in the customer journey create detractors before proposing anything. ``` ### Clarifying Questions - Which Amazon business is in scope: the retail store for shoppers, Prime Video, devices or AWS? - Is this relationship NPS from a periodic survey of all customers, or transactional NPS asked after an order, a delivery or a support contact? - Do we know the current score, whether it has been falling, and the target and timeframe for improving it? - Are marketplace sellers in scope, or only shoppers? ### What a Strong Answer Covers - A correct definition of NPS and how promoters, passives and detractors move it, plus a stated choice of business, customer and survey type - A diagnosis of what creates detractors across the shopping journey, using survey comments joined to order data, before proposing solutions - A chosen segment and prioritized solutions tied to the diagnosed drivers - Success metrics that pair NPS with leading operational measures, plus guardrails on revenue, cost and survey integrity - Risks such as gaming the score, refund abuse and trade-offs with advertising revenue ### Follow-up Questions - After your launch NPS rises, but repeat purchase rates stay flat. What do you conclude, and what do you do next? - Showing fewer sponsored listings would likely raise satisfaction but reduce ad revenue. How would you make that call? - How would you follow up with individual detractors at Amazon's scale?