In the ‘Result’ section of your STAR response, quantifying your achievements is a powerful way to demonstrate your impact. Percentages are one of the most common and effective metrics to use, clearly illustrating growth, reduction, or improvement in a tangible way. This example focuses on how to effectively frame a percentage-based result in your interview answers.

Why Use Percentages for Results?

• Relatable: Percentages are easily understood and provide a clear sense of scale for your achievements.
• Impactful: They immediately convey the magnitude of the change or improvement you effected.
• Versatile: Applicable to various metrics like sales, efficiency, error rates, time savings, and more.

For a broader discussion on quantifying results, see Methods for Quantifying Results and The Importance of Quantifiable Results.

Example: Quantifying a Result with a Percentage

Let’s use a scenario related to improving customer satisfaction.

• Situation: “In my role as a Customer Success Manager, our quarterly customer satisfaction (CSAT) scores were consistently below industry average, specifically in resolving technical issues, leading to an increase in churn risk among our premium clients.”
• Task: “My task was to identify the root causes of client dissatisfaction with technical support and implement a strategy to significantly improve our CSAT scores, particularly for complex technical inquiries.”
• Action: “I first analyzed client feedback data and conducted interviews with both clients and support agents to pinpoint specific pain points. Based on my findings, I developed and introduced a new internal escalation protocol for complex technical issues, which included dedicated technical specialists for priority clients. I also designed and delivered a training module for the front-line support team on advanced troubleshooting techniques and empathetic communication.”
• Result: “As a direct outcome of these initiatives, our overall CSAT score improved by 20% in the following quarter. More specifically, the satisfaction for technical issue resolution among premium clients saw an even more dramatic increase of 35%, directly contributing to a 5% reduction in our high-value client churn rate. This also translated to an estimated $75,000 in retained annual recurring revenue.”

Key Takeaways from This Example

• Clear Baseline: The example implicitly establishes a “before” (below industry average, increase in churn risk).
• Specific Percentages: “20%,” “35%,” and “5%” provide undeniable evidence of improvement.
• Multiple Metrics: It uses percentages for both satisfaction and churn, and even includes a monetary figure, painting a comprehensive picture of impact.
• Connect to Business Value: The percentages are tied to reduced churn and retained revenue, showing the business impact.

By consciously incorporating percentages into your ‘Result’ statements, you articulate your achievements with precision and power, leaving a strong, data-backed impression on your interviewer. Remember to always provide context for your numbers to make them as impactful as possible.

For a complete understanding of all STAR elements, return to Deconstructing the STAR Method: Each Component Explained.