Use this ppt for managing customer experience in your local level.

1. Standards and
Satisfaction basics

2. Agenda
1. What is SnS?
2. Measures of success
3. 16 Standards
4. Firefighting
5. ICB & NCB
6. NPS
7. Exchange Program Policies
8. LC activities to manage SnS

3. 1. What is SnS

4. If we are not meeting our standards, then we are not
delivering our
leadership development
promise

5. What is SnS?
Quality
Standard
&
Satisfaction
We don`t use word ‘Quality’ anymore, instead we
use ‘Standards and Satisfaction’.
WHY?
1. Word “Quality” is not measurable.
2. People has different perceptions of this
word.
For example: for someone quality is living in
5 stars hotel and for someone is to have just
a place to sleep at night.

6. WHY HOW
WHAT
Golden Circle

7. Result
Once we implement 16
Standards and Team minimum in
all 4 our programs (GCDP, GIP,
TMP, TLP) we can ensure that we
are developing
LEADERS
who are world citizen, self aware,
able to empower others and
solution oriented.

8. 2. Measures of success

9. MoS of SnS
To measure Standard and Satisfaction
delivery we have NPS system that is
the main measure of success.
In same time there are other different
indicators that can measure our
success, such as response rate, open
cases situation, standards
implementation rate.

10. 3. 16 Standards

11. 16 Standards
16 Standards – list of minimum
criteria that needs to be fulfilled in
exchange program.
Team Minimum – document that
provides minimum standards for the
team experience.

12. Logistics

13. Job

14. Living

15. 4. Firefighting

16. Support & communication
channels
Firefighting – responding unsatisfied
customers and solving the issues they
have.
Open case – complaint received from EP
and not being followed up.
Case in progress – complain received
and needed people have been
contacted to resolve it.
Closed case – problem is solved.
Levels of communication during case solving.
Note! Do not skip levels. Contact people from next stage only in
case you are not able to solve problem with previous contacted
group.

17. 5. ICB & NCB

18. Chair
Case
Solving
Comm Consultancy ECB Audit
ICB Structure
NCB (National Control Board) – national body responsible
for XPP and national quality regulations principles co-
creation, education, implementation; quality
management of exchange program; last decision making
body on national level towards exchange process
regulations.
ICB (Internal Control Board) – final body in international
level to provide consultancy and case solution based on
XPP (Exchange Program Policies).
ICB & NCB

19. 6. NPS

20. Net Promoter ScoreNPS (Net Promoter Score) - is a management tool that shows the
loyalty of a firm's customer relationships (measured from-100 to
100).
Calculated as: NPS = % promoters - % detractors.
NPS survey – feedback form for customer TMP/TLP/GCDP/GIP
experience.
Promoters (score 9-10) are loyal enthusiasts who will keep buying
and refer others.
Passives (score 7-8) are satisfied but unenthusiastic customers
who easily can accept competitive offerings.
Detractors (score 0-6) are unhappy customers who can damage
your brand and decrease growth through negative word-of-
mouth.
RR (Response rate) - % of people that filled NPS survey.

21. 7. Exchange Program Policies

22. XPP
XPP (Exchange Program Policies) –
international document of exchange rules and
principles that are obligatory to follow.
Check last version of XPP in:
HERE

23. 8. LC activities to manage SnS

24. Define SnS responsible and their clear JD
- Create SnS year plan
- Set monthly goal (NPS score + to DOs)
Ensure implementation of the standards
in all stages of the customer flow
- Establish easy communication channel & make sure everyone knows and use it
- Respond fast
- Run weekly SnS evaluation in EBM
- Organize monthly/quarter/ year
reviews of NPS score and action steps
to improve it
- Ensure all stakeholders knows
meaning and timeline of NPS
survey
- Track EPs to reply
- Use refund or discount system
- Give EPs who replied
certificates of completing the
exchange
How to maintain SnS in my LC?

25. Take into account
Impression of
communication and
professionalism
Logistical
preparation process
Complete Phase
(after internship)
Ma Phase
(before internship)
Re Phase
(during internship)
Organize
reception
activities
First impression
about project
and members
Set right
expectations
Physical chance to
solve the case
JD alignment
evaluation
Support during
realization
evaluation
Can not be
solved physically

26. Questions to answer with your team
1. Do you fulfill ALL the standards?
2. At what percentage each of them?
3. How’s been the implementation so far?
4. What is the firefighting procedure in your LC?
5. How do you set expectations with your trainees? EPs?
6. What are your main detractor issues? Why?
7. What are you doing to overcome each of them?

27. Make implementation plan
Top Detractor
Issue
Cause Strategy to
overcome
Responsible(s):
name of person
Imp. Channel Deadline
1.
2.
3.

28. Rachel Movius
MCVP oGCDP
rachelm@aiesecus.org
Adriana Villar A.
MCVP oGIP
adrianav@aiesecus.org
National Control Board, Chair
nationalcontrolboard@aiesecus.org
Internal Control Board
icb@ai.aiesec.org
Happy Fox
aiesecus.happyfox.com/home
For more info, please contact: