1. User Story: As a product manager, I want to measure customer loyalty using the Net Promoter Score (NPS) so that I can understand how likely customers are to recommend our product to others.
Precondition: The product must have a customer base and a way to collect feedback from customers.
Post condition: The NPS score is calculated and can be used to track changes in customer loyalty over time.
Potential business benefit: By measuring customer loyalty, the company can identify areas for improvement and prioritize efforts to increase customer satisfaction and retention.
Processes impacted: Customer feedback collection, data analysis, and product development.
User Story description: As a product manager, I want to implement the Net Promoter Score (NPS) system to measure customer loyalty. This will involve collecting feedback from customers and calculating the NPS score based on their responses. The NPS score will provide a clear metric to track changes in customer loyalty over time, allowing the company to identify areas for improvement and prioritize efforts to increase customer satisfaction and retention. Key roles involved in this process include the product manager, customer support team, and data analysts.
Data Objects description: The data objects involved in this user story include customer feedback responses, NPS scores, and customer demographic information. These data objects are used to calculate the NPS score and analyze trends in customer loyalty.
Key metrics involved: The key metric involved in this user story is the Net Promoter Score (NPS), which is calculated based on the percentage of customers who are promoters (score of 9 or 10) minus the percentage of customers who are detractors (score of 0 to 6). The NPS score provides a clear measure of customer loyalty and can be used to track changes over time.