4. Processes Driving Quality and Quantity
Surveys are sent in
3 phases to
every customer:
-Matched: For all the EPs currently matched
on the system.
-Realized: For EPs who are realized. This is
sent while the EP is still doing the internship.
-Completed: For EPs who have completed
their internships
7. Processes Driving Quality and Quantity
1. Home Page
2. NPS
3. Responses
4. Responses Summary
5. Task Details
6. Export Data
Net Promoter Score
8. Processes Driving Quality and Quantity
Inferences
on responses
Inferences
on overall
NPS
Inferences
on different
parameters
Home Page
9. Processes Driving Quality and Quantity
•
• Options to analyze Data
• Comments made by
• a EP or a Member.
10. Processes Driving Quality and Quantity
Customize your
Search.
Click on advance options to
get specifications.
Use graphs to
make inferences.
Green line is NPS score
Analyze data
through tables.
NPS 1 is average NPS.
11. Processes Driving Quality and Quantity
Responses
Responses after 2nd
email
Responses after 1st
email
An individual received as
NPS survey. He/she also is
sent a reminder mail.
Hence in total, there are 6
NPS mails.
13. Processes Driving Quality and Quantity
Provides an excel sheet with the
names/contact details of all the
people to whom the surveys went.
Helps improve response rate.
Answers questions like:
Who all received the
surveys?
When did they receive it?
Have they replied?
What are their email id?
14. Processes Driving Quality and Quantity
Self-Select Issues
• It helps us understand the +ve and –ve points
related to your product.
• The objective is the maximize the +ves and
minimize the –ves.
• This helps in process improvement and
product innovation.
15. Processes Driving Quality and Quantity
Self-Select Issues
Use Experience
Date
TN ID/Company/Project
Details
It broadens
the search. You
can get
programme
and L.C wise
data through
this.
Choose
your LC for
OGX
Inferences
Choose your LC for
ICX inferences
General Issues
Number of
Respondents
Percentage of
Respondents
General Issues
18. Processes Driving Quality and Quantity
An important tool which you need to explore and understand to you, is using the Waterfall report in Customer Gauge System
. It's a simple tool to identify the impact of every single issue in detractor, passive, and promoter affecting the NPS score.
As a quick summary of how to set your NPS goal, here are the simple steps:
1.Define your Top Detractors Issues and choose top 5
2.Classify your detractor Issue which you will be focusing to solve by 2014
3.Set yearly NPS goal for 2014 based on the one detractor issue your entity will be focusing to solve in 2014.
20. Processes Driving Quality and Quantity
Fast and Effective
problem solving
Time to take Charge
Fire Fighting
NPS survey fillers can request for a troubleshooting response.
Open case is when a problem is filed. When the person is connected and the
initiative to solve the issue is taken, the case is in progress. The Case is closed
when the problem is solved
26. Processes Driving Quality and Quantity
• The mails sent to the EP to set the case in -
progress and close status are to be CCed the
NCB. ncb.aiesecindia@gmail.com
• The ideal time to solve a problem is 3 days.
Upper Limit is 1 week.
• If the E.P doesn’t reply within 1 week. You can
close the case after notifying them about the
same.
• Respond to every problem within 36 hours.
Pointers for Fire Fighting
27. Processes Driving Quality and Quantity
•The NPS is viewed by the MCPs, International AIESEC
entities and National Control Board Regularly.
•Never force any member/EP to fill false NPS. Any such
revelations could lead to strong action being taken by
NCB.
•The Measure of Success Delivery is a) Net Promoter
Score b) %Promoters c) Response Rate d) % of Cases in
progress and closed.
•If you have any queries please write at
adhiraj.singh@aiesec.net/dhruv.gupta@aiesec.net
General Pointers
