4. Firefighting A case is open
Home entity gets in touch with the
EP within 48 hours
Can it be
solved by the
home entity?
Home entity implements the
action plan to address the EP need
Is the
case
solved?
Yes
No
Home entity gets in touch with
the Host entity to implement
the action plan to address the
EP need
No
Yes
Is the
case
solved?
No
Yes
Change status to
"In progress"
Change status to
"Closed"
Action Plan/Steps
to address EP
needs
5. Firefighting
Points to Remember:
1. Home entity is hold accountable for managing the cases
2. Contact the EP within 48 hours
3. Ensure there's always a person/team responsible
4. Connect exchange delivery structure with fire-fighting structure
5. Have a clear communication map with EPs and host entities
6. The fact that home entity is responsible doesn't release the host entity from its duties in fire-fighting.
Remember, we are CO-DELIVERING an experience!
6. • Case open: Automatically done by the system after an EP asks for
support
• Case In Progress: EP contacted, problem identified, action steps
set. This status remains during the execution of the action plan/steps
• Case Closed: EP issue or need has been solved or doesn't exists
anymore
• The status are managed and changed by the home entity
Firefighting
7. Response Rate
• What is Response Rate?
“If you’re response rates are not 65%, you’re
not hearing from enough customers.”
• Why is Response Rate Important?
• Why is Response Rate Important?
8. Local Response Rate
What Content
Create policies
Include details of the surveys in the Acceptance Note and
EP contracts to set proper expectations and commitment
Manage and
execute
operations
Analyze, through the system, who has not replied the
surveys and get in touch with them to:
a. Sense reasons of not answering (e-mail account,
spam, etc...)
b. Gather feedback directly
c. Non Responses option
Give incentives
to EPs to reply
Be creative! Some examples:
1. Discount for a future EP fee
2. % Refund from EP fee
3. Sponsoring transportation / fee for an AIESEC
conference
Response Rate
9. • How can you boost response rate?
Response Rate
Assign an Overall CEM Responsible for your LC and have response rate as part of his KPI.
Set goals for Response Rate and track them.
Provide Education to everyone in your LC responsible for preparation, expectation setting, delivery and so on to
ensure that they provide the education about NPS and information about the survey to the EPs/Trainees during
the matching and delivery process and follow up on it as well and have it as part of their JD.
Create RnR Campaigns relating to response rates.
10. Managing Detractors
Why is handling detractors important?
They are your Source
of Learning
It takes 3 – 10 Positive
Feedbacks to overcome
1 Detractor. (Bain Studies)
What is Success?
Improve their
Experience
Cases Closed/Cases
Opened
Re-integrate them to
different programs
Convert them into
Promoters
11. Managing Detractors
What possible actions to take?
Solve Issue Refund Follow Up
Updates about
measures taken
Ensure an Open Conversation
12. Promoters
“The purpose of a business is to create a
customer who creates customers”
Fact: Not all your promoters are actually promoting for their experience.
How can you ensure your Promoters are actually
promoting for their experience?
How can you focus on and make use of your Promoter
segment?
13. Tracking and Reporting
How frequently do you log on to your System?
How many Open/Closed Cases do you have?
How do you use Self-Select issues and Detractors comments into process improvement?
What is your NPS Frequency over time?
Which department has more cases on the system?
How frequently do you do overall NPS Program Analysis?
14. Processes and activities
we make to ensure
Experience is
Delivered
Pick-up
EP preparation
Education
Induction to
AIESEC
Re-integration
Visa support
Transition
Personal goal
setting
Etc…
Product
packaging
Process Improvement
