Diagnose a drop in NPS
Last updated: December 4, 2025
Quick Overview
The engagement dropped by 15% this week. Walk through your investigation process.
Zscaler
December 4, 20257
8
3,667 solved
The engagement dropped by 15% this week. Walk through your investigation process.
This product question from Zscaler's Take-home Project goes beyond feature brainstorming. The interviewer expects a framework-driven approach that considers market dynamics, user segmentation, and data-informed decision making.
What the Interviewer Expects
- Identify the target user and their core problem
- Propose reasonable solutions with basic prioritization
- Define 2-3 key success metrics
- Consider basic trade-offs and risks
Key Topics to Cover
How to Approach This
- Start with the user. Who are they, what problem do they have, and what is their current workaround?
- Use a prioritization framework: impact vs effort, RICE scoring, or ICE scoring.
- Define success metrics using the AARRR framework: Acquisition, Activation, Retention, Revenue, Referral.
- Consider second-order effects. A feature might boost short-term engagement but hurt long-term retention.
Possible Follow-up Questions
- What would you do if usage data contradicts user feedback?
- How would you sequence the rollout across different user segments?
- How would you decide to kill this feature if it's not working?
- What competitive response would you expect and how would you prepare?
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Browse Product QuestionsSample Answer
Problem Framing
To address the 15% drop in Net Promoter Score (NPS) for Zscaler, we must first understand the timing and context of this decline. The drop occurred within a specific week, which suggests that it may c...
User & Market Context
The primary users of Zscaler are IT and security professionals in mid to large enterprises who rely on cloud security solutions. Their core concerns include product reliability, ease of use, and respo...
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