TikTok·Product Manager·Onsite - Product Sense / Strategy·Senior

Senior

Apr 2026

Summary

PM interview at TikTok with a product sense question about improving CSAT for Costco. Pretty standard case-style round but the cross-industry angle (TikTok asking about a membership retailer) threw me a bit.

Questions Asked (1)

How would you improve the customer satisfaction score for Costco, a membership-based retail store?

Product Sense & IdeationProduct Analytics & MetricsProduct Strategy

Author's notes

I spent the first minute just trying to figure out why TikTok was asking about Costco.

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AI HintsAI Generated

Suggested Approach

Start by clarifying what 'customer satisfaction score' means for Costco (e.g., NPS, CSAT) and the goal (e.g., increase by X%). Then, segment the customer journey, identify pain points through data and user research, and prioritize improvements based on impact and feasibility, considering Costco's unique membership model and TikTok's product principles.

Pro tip: Show that you understand Costco's business model: membership fees drive profit, so satisfaction is directly tied to renewal rates. Also, as a TikTok PM, consider how social commerce and community engagement could enhance the Costco experience.

1. Clarify the Metric and Goal

Define what 'customer satisfaction score' refers to (e.g., NPS, CSAT) and the target improvement. Understand the current baseline and business objectives.

2. Segment Customers and Journey

Break down customers by membership tier, shopping frequency, and demographics. Map the end-to-end journey from discovery to post-purchase to identify moments of truth.

3. Identify Pain Points and Opportunities

Use data (surveys, reviews, support tickets) and qualitative research to pinpoint friction points. Prioritize based on impact on satisfaction and alignment with Costco's value proposition.

4. Ideate and Prioritize Solutions

Brainstorm improvements across digital and physical touchpoints (e.g., app, checkout, returns). Evaluate using an impact/effort matrix, considering Costco's constraints and TikTok's strengths.

5. Define Success Metrics and Test

Propose A/B tests or pilots for top initiatives. Define success metrics (e.g., NPS lift, renewal rate) and outline a measurement plan.

Key Points to Mention

Costco's membership model: satisfaction drives renewals and lifetime value.
Leverage data from multiple sources: transactional data, member feedback, social listening.
Focus on high-impact touchpoints: checkout speed, product availability, return process, digital experience.
Consider TikTok's capabilities: short-form video for product discovery, live shopping, community engagement.
Prioritize quick wins vs. long-term strategic bets.
Measure and iterate: use A/B testing and cohort analysis to validate improvements.

AI-generated suggestions, not part of the candidate's original notes. May be inaccurate — verify before relying on them.