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Qualitysurveyreport120312 120325200627-phpapp01 Qualitysurveyreport120312 120325200627-phpapp01 Presentation Transcript

  • AIESEC Experience Feedback and Evaluation AIESEC Experience Feedback and Evaluation Survey
  • AIESEC Experience Feedback and Evaluation“..let’s get some data to back our assumptions of Quality/Satisfaction. It can bequantitative or qualitative.” “..let’s understand that in a product that is based on experience of the people buying the product, satisfaction and quality are two different things.” “To deliver quality and quantity growth, you need to ensure you are dealing with both: quality and satisfaction.” AIESEC International Quality Project Sample Survey launched based on Net Promoter Score to 19 entities across all 6 regions, in January 2012.
  • AIESEC Experience Feedback and EvaluationQuestion to all entities in SOGA 2011 Q4
  • AIESEC Experience Feedback and EvaluationTesting NPS as a concept 19 entities participating as basis: AP: Australia, India, Indonesia, Japan CEE: Turkey, Czech Republic, Estonia WENA: Germany, Italy, United States MENA: Egypt, Oman, Jordan Africa: Nigeria, Ghana, South Africa, IGN: Colombia, Venezuela, Argentina (Cono Sur)
  • AIESEC Experience Feedback and EvaluationTesting NPS as a concept AIESEC International Quality Project Sample Survey launched based on Net Promoter Score to 19 entities across all 6 regions, in January 2012. What is a Net Promoter Score? “ How likely are you to recommend your experience to a friend or a colleague?” 0 1 2 3 4 5 6 7 8 9 10 NPS = % of promoters - % of detractors Detractors Passive Promoters Scale: -100 to +100
  • AIESEC Experience Feedback and EvaluationTesting NPS as a concept Survey results summary Over-all Recipients: 18,000 + TLP: 19 entities GIP: 65 entities (home), 61 entities (host) GCDP: 70 entities (home), 53 entities (host) Over-all Responses: 1,010 Over-all NPS (all programmes summarized): 53 On a scale of -100 to +100, anything between 0 to 50 is considered Good and anything above 50 is excellent.
  • AIESEC Experience Feedback and EvaluationTesting NPS as a concept “ Research released last month by Accenture that canvassed consumers in 27 countries and 20 different industries found that 66 percent of consumers switched companies during 2011 as a result of poor customer service.” “General Electric uses NPS to evaluate process excellence for its customers, and plans to use NPS as a metric to decide the compensation of its leaders; Procter and Gamble uses NPS to measure consumer reactions to its brands; Allianz uses NPS to maintain what it calls "customer-centricity”; and Verizon Wireless uses NPS in all business channels including their call centers and retail stores.”
  • AIESEC Experience Feedback and Evaluation Global Community Development Programme Results
  • AIESEC Experience Feedback and EvaluationGlobal Community Development Programme How likely are you to recommend AIESEC’s Global Community Development Programme to a friend or a colleague? 140 119 120 100 84 Recipients: 7625 80 Responses: 311 60 49 NPS Score: 49 40 19 18 20 4 7 6 7 2 2 0 0 1 2 3 4 5 6 7 8 9 10
  • AIESEC Experience Feedback and EvaluationGlobal Community Development Programme Areas of Improvement (0-8) Areas of recommendation (9-10) Preparation, logistics & integration by the Gaining cross cultural understanding & 80% 82% hosting entity awareness 71% Personal & professional development 65% Efficiency of the process from start till end 60% Challenges & new perspectives gained Responsibilities & Professional 36% Development 36% Creating Societal Impact 26% Preparation & logistics by host entity Responsibilities & Professional 27% Development 21% Creating Societal Impact Gaining cross cultural understanding & 25% awareness 12% Preparation & logistics by host entity 9% Preparation by sending entity
  • AIESEC Experience Feedback and Evaluation Global Internship Programme Results
  • AIESEC Experience Feedback and EvaluationGlobal Internship Programme How likely are you to recommend AIESEC’s Global Internship Programme to a friend or a colleague? 120 100 96 80 Recipients: 4000+ Responses: 228 60 51 NPS Score: 50 40 27 22 20 3 3 7 7 7 1 0 1 2 3 4 5 6 7 8 9 10
  • AIESEC Experience Feedback and EvaluationGlobal Internship Programme Areas of Improvement (0-8) Areas of recommendation (9-10) Preparation, logistics & integration by the Preparation, logistics & integration by the 27% 5% hosting entity hosting entity 3% Efficiency of the process from start till end 22% Efficiency of the process from start till end Preparation & support by the sending 5% entity 14% Preparation & support by the sending entity 12% Working in a professional environment 14% Working in a professional environment 25% Personal & professional development 12% Personal & professional development Gaining cross cultural understanding & 25% awareness Gaining cross cultural understanding & 7% 25% Challenges & new perspectives gained awareness
  • AIESEC Experience Feedback and Evaluation Team Member and Team Leader Programme Results
  • AIESEC Experience Feedback and EvaluationTeam Member and Team Leader Programmes How likely are you to recommend AIESEC’s Team Member and Team Leader Programme to a friend or a colleague? 180 168 160 140 120 Recipients: 7000+ 120 Responses: 445 100 80 72 60 51 NPS Score: 57 40 20 6 5 10 8 1 1 2 0 0 1 2 3 4 5 6 7 8 9 10
  • AIESEC Experience Feedback and EvaluationTeam Member and Team Leader Programmes Areas of Improvement (0-8) Areas of recommendation (9-10) Innovative and entrepreneurial Working for a team purpose in a team 66% 50% mindset environment Working for a team purpose in a team Accessibility and flexibility of the 64% 38% environment experience Learning environment and Learning environment and connection 60% 32% connection to the external world to the external world Responsibility for AIESEC and its Responsibility for AIESEC and its 52% 32% ambition/vision ambition/vision Accessibility and flexibility of the Innovative and entrepreneurial 37% 24% experience mindset
  • AIESEC Experience Feedback and Evaluation Life Long Connection Results
  • AIESEC Experience Feedback and EvaluationLife Long Connection How likely are you to recommend the AIESEC Experience to a friend, a colleague or your child? 800 751 Respondents: 1148 700 Recipients: 18.000 600 NPS Score: 79 500 400 „It was the most important development experience in my life 300 so far.” 196 200 „AIESEC taught me how to be a 122 professional before entering real 100 45 market. That was of key importance 4 1 1 6 1 9 12 in order to highlight me among 0 work colleagues.” 0 1 2 3 4 5 6 7 8 9 10