Diagnose a drop in NPS
Last updated: April 8, 2026
Quick Overview
The activation rate dropped by 15% this week. Walk through your investigation process.
Square/Block
April 8, 2026106
8
2,627 solved
The activation rate dropped by 15% this week. Walk through your investigation process.
Product questions at Square/Block test your ability to think like a product leader. This Onsite question evaluates how you balance user needs, business goals, and technical constraints when making product decisions.
What the Interviewer Expects
- Apply a structured framework for product thinking (user, problem, solution, metrics)
- Segment users and identify differentiated needs
- Prioritize features using a clear framework (RICE, ICE, impact vs effort)
- Define comprehensive success metrics across the user funnel
- Consider competitive dynamics and market positioning
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 handle pushback from engineering on feasibility?
- What competitive response would you expect and how would you prepare?
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Problem Framing
To understand the drop in NPS (Net Promoter Score) and activation rate by 15%, we need to first isolate the scope of the problem. This involves:
- Timeframe: Analyze data specifically from the la...
User & Market Context
The primary users of Square are small to medium-sized businesses (SMBs) that rely on Square's services for payment processing and business management. For them, ease of use, reliability, and customer ...
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