The document provides suggestions for how to increase Net Promoter Score (NPS) and response rates by educating members and exchange participants on the importance of NPS feedback. It recommends training activities, newsletters, challenges and competitions to promote understanding of NPS, as well as social events and induction meetings to build relationships and encourage participants to provide feedback. Regular communication through newsletters, meetings and challenges can help increase awareness of NPS and motivate participants to respond.

1. How do I increase
my NPS and
response rate?

2. • To ensure that the E.Ps are
educated and informed about
NPS we need to ensure that
our membership knows it
well.
Why?
Educating Team Leaders, Members
& New recruits

3. What to do?
• Training and educational activities for membership.
• Keeping the LC informed about the latest NPS trends.
• Ensuring all members are informing and educating the
E.Ps about NPS.
How to do?
• Including NPS education at LC forums, department
meetings or virtual training sessions.
• Sending monthly/biweekly quality newsletters to the
LC.
• Giving EP managers guidelines for inducting & informing
E.Ps about NPS.

4. • All members will strive
for excellence in quality
management.
• It gives a clear direction.
Make it a MOS
Why?
How?
It can be added to the
MoS of the matching
and delivery teams in
the LC.
We suggest giving a
MOS for Response
Rate, NPS & exchange
goals collectively.

5. “Gaming elements are highly
effective, but the usage of them
has been uninspiring and many
times malicious. Our aim is to
use gaming elements and
feedback loops to improve
people’s productivity in a fun
way while helping them
achieve more.”
Why?
What to do?
Giving task based
challenges to Teams.

6. How to do?
• Giving all Team Leaders and their teams a series of time based
Tasks.
• Ensuring there is a tracking mechanism.
• There should be incentives or rewards.
• The Challenge should be presented and promoted in an
interesting manner.
• Please view the AI CEM challenge for reference,
http://www.myaiesec.net/content/viewwiki.do?contentid=1026
0493
Wiki Name: GLOBAL | 1213 | Customer Experience Challenge

7. • This is a great way to
engage with your
membership or EPs
virtually.
• EP Newsletters can
really help especially
for the EPs who are yet
to arrive.
Newsletters
Why?

8. Increasing Response Rate
• Promoting NPS through posters
& designed content.
• Educating E.Ps about benefits of
NPS. ( feedback helps us in
quality improvement)
• Promote incentives and benefits
attached with NPS filling.
Example: EP managers who get
most E.Ps to fill NPS get T-shirts
etc.
• Making it part of policies.
Example: To get a certificate the
E.Ps should fill NPS.
Increase in NPS
• All L.C updates and information
can be provided through
newsletters. Hence, it ensures
correct information being
passed.
• Positive Thoughts & Ideas can
be given to E.Ps. This ensures a
better mindset.
• Generic tasks can be assigned to
E.Ps. Example: Deadline to
submit project reports /
application for TMP/TLP.
What to do?

9. How to do?
1. Such newsletter can be released biweekly to monthly
depending on the number of interns matched and realized.
2. This can be the job role of quality managers/ IM
responsibles/ T.L delivery. This depends on your L.C’s O.S.
3. All quality responsibles can be on 1 google group or podio
workspace. The content from very exchanging department
can be collected via these platforms on a set date. The final
drafting can be done by the main responsibile.
4. All E.Ps can be notified about newsletter when they are
matched. You can mail the newsletters to E.Ps/ Put it on a
closed facebook group of your E.Ps.

10. • Large Scale events like Global Village & EP
conferences.
• Small scale events, gatherings & activities
• Example: Movie Nights, Sports Days & Food
Fairs
• Participation in LC forums & department
meetings.
• Good Case Practice: Karaoke Night of
AIESEC Mumbai
Why?
helps break the ice between the EPs
and the members and they become
more open to tell their problems
which results in a proactive fire
prevention rather than a reactive fire
fighting method.
How?

11. • Best way to boost response rate is
physical induction/feedback
meetings with the EPs currently in
the LC.
• Give them an insight as to what is
NPS and how it matters?
• Ensure the AIESECers participant in
the meetings and the output is
minuted.
• The all output should be accessible
to the top leadership body. Its
recommended to put it on podio.
Induction/feed
back meetings
with the EPs
Why?
"We are continuously bettering ourselves
to better your experience with us. We
need your support for the same."
How?

12. How else can I do it?
• RnRs : They can be accordingly
incentivized.
• NGO Feedback/Review meets : They
help in better alignment of the JDs
and is a good way to check on the
delivery. This is the way forward.
• TMP/TLP on exchange .
• EP LEAD
• Have teams in place for delivery :for
example, pick up teams, project
delivery teams, support teams, fire-
fighting teams, etc.

13. All the best.
Created By:
Abhijeet Joshi
Abhijeet.joshi@aiesec.net
NST – GCDP
AIESEC India