NPS Report Q1     (Customer Experience Management)What’s Behind the Numbers??
The main indicators we follow            Cases Closed / Cases Open                      Net                   Promoter    ...
Our ability to respond rapidly and effectively to               customers in need.                Cases Closed / Cases Ope...
AIESEC Ro –Q1 status                                         Closed cases/open cases                      34 / 55         ...
oGCDP statusScore =          50                       Response 6 responses                                                ...
oGCDP status          Responses               Responses1     1   1           1    1     1Bu   CR   IS         OR    SB   T...
oGCDP comments“We have the project in school, which is about teachingfinance knowledge to school students. I also give the...
oGCDP comments“I love the idea of AIESEC, but AIESEC Sfax - Tunisia istaking all of this experience and turning in somethi...
iGCDP statusScore =         41                      Response 34 responses                                        rate= 35....
iGCDP status                    Responses                     Responses          87     6               5                 ...
iGCDP comments“Ive decided to do the GCDP because my comfort zone wasjust HUGE... And I couldnt have had a better experien...
iGCDP comments“it is an interesting experience ,it helps young people interact withmany people all over the word , putting...
iGCDP comments“The local aiesec should offer more help for volunteers, not only thesituations of workload but also some ba...
iGCDP comments“It was an Amazing Experience for me.Every thing wasPerfect. I feel a Huge change in me. I am moreDemonstrat...
iGCDP comments“Being integrated by the hosting entity is an awesome experience ,fortunately AIESEC-BUCHAREST was more than...
iGCDP comments“People are very hospitable and kind. They tend to help us byproving local language classes, trips and activ...
oGIP status                                        Response 7 responsesScore =           71                               ...
oGIP status             Responses                 Responses                         21    1       1                1    1B...
oGIP comments“very friendly, detailed answers, rapid answers,understanding” AIESEC Cluj
iGIP statusScore =          25                     Response 4 responses                                                   ...
iGIP status        Responses         Responses4                     1CJ                   CR
iGIP comments“.....As any other relationship between client and company, we, the clients,deserve the best treatment and th...
TMP statusScore =                                  Response 53 responses                 72                               ...
TMP status                         Responses                          Responses               9     8                     ...
TLP statusScore =                                  Response 9 responses                 56                                ...
TLP status       Responses        Responses5           3                    1BU        CJ        TM
Fire-fighting: Solve customer’s concerns               As a Sending Entity   As a Hosting Entity                oGIP      ...
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NPS Q1 report

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NPS Q1 report

  1. 1. NPS Report Q1 (Customer Experience Management)What’s Behind the Numbers??
  2. 2. The main indicators we follow Cases Closed / Cases Open Net Promoter Score Response Rate % of Promoters
  3. 3. Our ability to respond rapidly and effectively to customers in need. Cases Closed / Cases Open Net Promoter Score Response Rate % of Promoters How good are we atHow “engaged” are our creating powerfulcustomers with AIESEC? experiences?
  4. 4. AIESEC Ro –Q1 status Closed cases/open cases 34 / 55 • Open case: a respondedNPS score that said in his survay that he wants to beoverall on all NPS contacted by AIESECprograms • Closed case: a responded 58 that was contacted and his inputs, feedback were asked and a good relationship was 36.80% 68.14% established. Response Rate The % of promoters
  5. 5. oGCDP statusScore = 50 Response 6 responses (from 8 rate= 75% emails sent) PROMOTERS DETRACTORSOpportunity to create positive societal AIESEC’ support during the experienceimpactInduction to AIESECCommunication effectivity duringacceptance procedureInformation provided about the GCDPprogrammeCultural preparation
  6. 6. oGCDP status Responses Responses1 1 1 1 1 1Bu CR IS OR SB Tg M
  7. 7. oGCDP comments“We have the project in school, which is about teachingfinance knowledge to school students. I also give theminformation about Chinese culture. Students love mevery much.” (AIESEC Iasi)“My experience was great because I dont expect aiesecto help and if I want something I just go for it. On theother hand Ive met several, less independent, peoplethat normally should have gotten much more help fromaiesec. in contradiction to my prior words, I wouldrecommend at least one aiesec experience for everyyoung person because of unique way to mold anddevelop ones tolerance, attitude, judgment and, ofcourse, ones ability to adapt and survive somewhereaway from home.” (AIESEC Oradea)
  8. 8. oGCDP comments“I love the idea of AIESEC, but AIESEC Sfax - Tunisia istaking all of this experience and turning in somethingnot that good. I have many complains about the EB andLC.” AIESEC Sibiu“I am sure it is a great experience but the AIESECOdessa, Ukraine, is not ready to receive interns, they arebadly organised and they dont respect the contract.”AIESEC Bucharest
  9. 9. iGCDP statusScore = 41 Response 34 responses rate= 35.78%(from 95 emails sent) PROMOTERS DETRACTORSIntergration by the hosting entity Job-description clarity and alignmentCultural preparation AIESEC’ support during the experienceLogistical support Integration by the hosting entityJob-description clarity and alignment Personal developmentThe selection process Logistical supportInformation provided about the GCDPprogramme
  10. 10. iGCDP status Responses Responses 87 6 5 3 2 1 1 1BV BU CJ CR GL IS PT SB TM
  11. 11. iGCDP comments“Ive decided to do the GCDP because my comfort zone wasjust HUGE... And I couldnt have had a better experience,being a volunteer in Aiesec Timisoara was exactly what Ineeded! I met awesome people, and together we madeextraordinary memories. Live the life in the Aiesec way is justdelightful, every single person in the world should ?feel?that! JUST IN LOVE WITH AIESEC!!!” AIESEC Timisoara“Its important to know the conditions and to know this newcountry, but is also important to know all the documents thatis need after and before that is matched. Like What kind ofdocuments that is needed, what about cash or the card thatthey accept in the Country” AIESEC Craiova“people from both LCs are always available and helpful :)”AIESEC Iasi
  12. 12. iGCDP comments“it is an interesting experience ,it helps young people interact withmany people all over the word , putting the theoritical knowledgeinto practice in an attemp to furthering the personal competenciesfor easy access to the competitive job market .” AIESEC Cluj“The local committee should have organised the program a lotbetter. We have been here for 3 whole weeks and we have notdone a single thing. We have been staying in the dorms andstaying out of touch with the local committee most of the time.This is extremely unpleasant.” AIESEC Brasov“The Rebranders project in AIESEC Brasov is not carried efficiently.The LC proved itself to be unable to make reasonable plans andthen carry them. it failed (or have been very late) to provide uswith the conditions needed to perform many tasks that veryincluded into the internship description... They repeatedly aregiving us a last minute notice about the change in plans etc..”AIESEC Brasov
  13. 13. iGCDP comments“The local aiesec should offer more help for volunteers, not only thesituations of workload but also some basic information of localenvironment.” AIESEC Timisoara“Aiesecs support during the experience should be improved. At least inthe city I was, it should.” AIESEC Timisoara“I think that volunteers should be given the opportunity to contributemore to the attached organization instead of being treated like guests.Most of the time, I was sitting there and observing the classes, taking theinitiative to help out whenever I could by following what the teachersdid. Perhaps, AIESEC could have communicated to the kindergarten thatthey can instruct volunteers to assist them, or even set aside some timefor us to engage in cultural education. Regardless, a major barrier is myinability to speak Romanian despite my own attempt to learn at my owntime. Perhaps, AIESEC could arrange a short preparation session for us toget to know simple words and phrases which children tend to use.”AIESEC Brasov
  14. 14. iGCDP comments“It was an Amazing Experience for me.Every thing wasPerfect. I feel a Huge change in me. I am moreDemonstration Integrated Person Now . Now I actually learnHow to respect others and how to live life in better way.”AIESEC Craiova“Project schedule should more prepare efficiently by the hostaiesec office. “ AIESEC Brasov“Hosting entity (LC Cluj, Romania) has done amazing job withus. They help us in anyway we need.” AIESEC Cluj“i am happy “ AIESEC Pitesti
  15. 15. iGCDP comments“Being integrated by the hosting entity is an awesome experience ,fortunately AIESEC-BUCHAREST was more than friendly they are soexperienced to make you feel home just on your arrival . they let usparticipate in conferences and their LC meetings also there were a lot ofsimulations and trainings before starting the actual sessions .On thesocial level they organized a lot of parties and events like a tour aroundBucharest and Romania in general . “ AIESEC Bucharest“Everything was amazing from the moment I began to organize my trip, inclose collaboration with the TN takers, till the moment that the projectwas finally realized and the OCPs came to welcome me. Every single pointof our match was achieved, there was clarity, responsibility andeagerness to do even more. Also, the whole experience is breath-takingfrom the cultural and the professional point of view. “ AIESEC Sibiu
  16. 16. iGCDP comments“People are very hospitable and kind. They tend to help us byproving local language classes, trips and activities related to thelocals “ AIESEC Bucharest“Im having a wonderful experience with Aiesec Bucharest. Theyarranged sessions to let us know all the details regarding culture.And on top I was lucky to have a wonderful Trainee Buddy that wasthere for me almost at every stage to make sure that I dont get toface any problem. Aiesec Bucharest feels like home to me. Theteam has great enthusiasm and energy. They know how to add upthe element of fun in their work. Wonderful learning experience. “AIESEC Bucharest“Please make good communication between the trainee andOrganization” AIESEC Cluj
  17. 17. oGIP status Response 7 responsesScore = 71 (from 15 rate= 46.66% emails sent) PROMOTERS DETRACTORSLogistical Support No reasonsJob-description clarity and alignmentIntergration by the hosting entityCultural preparationVisa documents and information
  18. 18. oGIP status Responses Responses 21 1 1 1 1BU CJ GL IS SB SV
  19. 19. oGIP comments“very friendly, detailed answers, rapid answers,understanding” AIESEC Cluj
  20. 20. iGIP statusScore = 25 Response 4 responses (from 7 rate= 57.14% emails sent) PROMOTERS DETRACTORSIntergration by the hosting entity The selection processLogistical support Communication effectivity duringJob-description clarity and alignment acceptance procedureCultural preparation
  21. 21. iGIP status Responses Responses4 1CJ CR
  22. 22. iGIP comments“.....As any other relationship between client and company, we, the clients,deserve the best treatment and the highest consideration. But I also think thisisnt all about complaining... I give you my suggestion: To reconsider yourpayment methods, to not oblige people to pay such amount of money beforethey have been even matched, at least only paying the AIESEC recruitment fees,and not the GIP fee. If the service cant give the proper conditions, I think yourenot in a position to ask people that money. If youre a NGO/organisation withpeople working for free, Im sure thid is not a money problem, since companiesalso pay to be in the database, youre many partners and sponsors, etc... (I knowwhat Im talking about because of my long history in NGOs, including being anAIESEC alumni).Id really appreciate to hear your opinion about what I wrote.Anyway Id like to thank AIESEC for the opportunity. Ill do my best as I always do,Ill contribute for the LC in Cluj where I got a perfect feedback and help so Imreally grateful to them, and Id also like to thank to my Home LC (PORTO FEP)which is composed by great and professional members. [Im mentioning the LCsnames because I believe people who work hard deserve the proper feedback andadmiration :) ]In spite of everything I said, Ive a huge respect for AIESEC, one ofthe best student organisations in the World.Best wishes and thanks for theattention! “AIESEC Cluj
  23. 23. TMP statusScore = Response 53 responses 72 (from 144 rate= 36.80% emails sent) PROMOTERS DETRACTORSA practical team experience A practical team experiencePersonal and professional Practical hard and soft skillsdevelopment developmentActivities which develop an Personal and professionalentrepreneurial and responsible developmentattitude towards being a better leader Access to a global networkAccess to a global network
  24. 24. TMP status Responses Responses 9 8 7 5 4 43 3 3 3 2 2BV Bu CJ CT CR GL IS OR PT SB Tg M TM
  25. 25. TLP statusScore = Response 9 responses 56 (from 38 rate= 23.68% emails sent) PROMOTERS DETRACTORSA practical team leader or executive Personal and professionalleadership body experience developmentPersonal and professional Practical hard and soft skillsdevelopment developmentActivities which develop anentrepreneurial and responsibleattitude towards being a better leaderAccess to a global network
  26. 26. TLP status Responses Responses5 3 1BU CJ TM
  27. 27. Fire-fighting: Solve customer’s concerns As a Sending Entity As a Hosting Entity oGIP oGCDP iGIP iGCDP TLPFollow-up 8 37 3 27 23RequestedOpen Cases 3 29 0 11 12In Progress 1 0 0 6 3CasesClosed Cases 4 8 3 10 9

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