You're a PM for a business intelligence system and it has a low NPS (25%). How would you bring it to 75%?

To improve NPS from 25% to 75% for a business intelligence system, I would first conduct a deep dive into the root causes of dissatisfaction. This involves analyzing NPS feedback to understand the specific pain points of detractors and the key drivers of satisfaction for promoters. I would supplement this quantitative data with qualitative research, including user interviews, support ticket analysis, and direct product observation, to uncover granular issues such as performance bottlenecks, usability challenges, or missing functionalities.

Once the core problems are identified, I would prioritize them based on their impact on user experience and business value. This would involve creating a phased roadmap, focusing initially on high-impact, low-effort fixes to quickly demonstrate improvement and build momentum. For example, addressing critical bugs or improving slow query performance would be early priorities.

Simultaneously, I would initiate longer-term strategic initiatives to address more complex issues, such as redesigning complex workflows, enhancing data visualization capabilities, or integrating with other essential tools. Throughout this process, I would establish clear metrics to track progress, including NPS trends, user engagement, and task completion rates. Regular communication with stakeholders and a continuous feedback loop with users would be crucial to ensure the product evolves in line with user needs and ultimately drives a significant increase in NPS.