Customer Gauge Toolkit - NPS Management 101


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Customer Gauge Toolkit - NPS Management 101

  1. 1. Customer Gauge TOOL KIT
  2. 2. • Customer Gauge and terms • • • • Matched, Realized & Completed Home and Host Entity Detractor, Passive & Promoter Primary & Reminder Email • Generating the MoS • Finding the KPI: Cases Closed/Cases Open • Finding the KPI: Response Rate • Finding the KPI: % of Promoter • Other useful tools
  3. 3. Customer Gauge and terms
  4. 4. Important terms you need to know to fully understand Customer Gauge Status: Match, Realized and Completed • NPS Surveys are distributed based on EP/Member status EP Form Raised EP Form Matched EP Completed EP Realized The Exchange Experience Period = when NPS survey is sent Member Matched to role Member Realized the experience Member Completed the experience 8 Weeks after Matched Completed Date is the one set on
  5. 5. Home & Host entities HOME Country HOST Country The OGX side of the Exchange Process The ICX side of the Exchange Process EP Form Raised EP Form Matched EP Realized HOME Entity’s responsibility (Home entity should be managing the EP experience throughout the whole experience) HOST Entity’s responsibility (including the Matching period!) EP Completed
  6. 6. NPS Calculation: Detractor, Passive and Promoter This is the Measure of Success!!! This is one of the three Key Performance Indicator of Customer Experience Management
  7. 7. NPS Calculation: Detractor, Passive and Promoter For example... 150 GCDP EPs filled in the NPS survey. 30 of them rated between 0-6 60 of them rated 7 or 8 60 of them rated 9 or 10. % of Detractor = 30/150 x 100% = 20% % of Promoter = 60/150 x 100% = 40%  KPI! Net Promoter Score = 40% - 20% = 20%  MoS!
  8. 8. NPS Survey: Primary and Reminder Email The NPS surveys are sent through email. Primary Emails are ones which are sent exactly One Week after their EP status change. Reminder Emails are ones which are sent to those who did not respond the Primary Email. It is sent One Week after the Primary Email. You can see that nearly 33% of the Responses are coming from Reminder Emails (the parts in Red)
  9. 9. Generating the Measure of Success (MoS)
  10. 10. Measure of success – The net promoter score The Net Promoter Score is the ultimate number which determines our Success in delivering Quality Experiences to our Members and EPs. So how to generate it on CustomerGauge?
  11. 11. • This is the first page you see when you login The Current Score is the Global NPS score of AIESEC during the stated Date (the one below is 2013-05-01 – 2013-05-31)
  12. 12. Finding your entity’s NPS 1. Click “Net Promoter Score” under Reports
  13. 13. And it will bring you to this page. Lets explore this page a bit more... The first graph shows the NPS of an entity by Time. The data used The Grey Bar represents the NPS of that month. The Green Line is the Simple Moving Average (the average of the NPS of the past month added together. More details in next slide) This data is the NPS of ALL Programme, ALL status, ALL country etc
  14. 14. And if you scroll down you will see this: The second graph shows the breakdown of Detractor, Passive and Promoter. If you click onto the blue font in the table below, it will direct you to the list of Detractors, Passives and Promoters as well as Responses and Comments. SMA is the Simple Moving Average. The average score of the previous months.
  15. 15. Finding your entity’s NPS To find you entity’s NPS data, you simply have to filter the response. Click Advanced Option under Date Range to find the filter menu
  16. 16. Finding your entity’s NPS You can then select the Programme, the Status (Matched, Realized, Completed), Home/Host entity and Home/Host LC
  17. 17. Finding your entity’s NPS You can breakdown the NPS into following using the filter: Home Entity • The NPS of your entity’ EPs and Members Host Entity • The NPS of the EPs who went to your entity for GCPD/GIP Programme • If you want to know the NPS of TMP/TLP/GCDP/GIP you can select it here Status • You can filter the NPS by Matched, Realized or Completed to understand which part of the Process you are doing good or bad at
  18. 18. Generating the Key Performance Indicator 1. Cases Closed / Cases Open
  19. 19. Fire fighting! This KPI shows the entity’s ability in effectively and efficiently meeting customer’s needs. You can generate this KPI by going to Task Details under Fire Fighting
  20. 20. And you will see this set of statistics... Note that the Loyality is DetractNeutral meaning the data below is from Detractors and Passives! You can change this under Advanced Options General Issue A general overview of the survey and comments by Programmes Workflow General Issues This is the main part, which will be explained in the next slide User Notes Provides a more detailed information for each case
  21. 21. KPI of Cases Closed / Cases Open is generated here. Cases Closed are the ones framed in GREY (Close Case) Cases Open are the ones framed in RED (Total)
  22. 22. • Again you can adjust the filter so you can find more specific cases (eg your oGIP cases)
  23. 23. How to solve Cases Lets use Hong Kong as an example Set the Home Country as “Hong Kong” and you will get all the Detractors&Passives cases As you can see there are currently 6 cases which are still Open for GCDP, so lets click on the number 6 under GCDP’s Open Case
  24. 24. How to solve Cases There will be a total of 6 cases that needs action and here is one of them (As this ppt is for training purpose, names, entity and CG# will be hidden) : You can identify if its an Case or not by the ! mark on the NPS number To solve the case, click on the name of the EP/member
  25. 25. This is the Customer Details Page where a more comprehensive information of the EP/member is presented. This is where you can change the case to closed after you solved the problem You can check the date the case was opened here
  26. 26. You first select your account email and then change the workflow status from Open to Progress or Close and you will get this result: You can track all changes of workflow status and also the ones who changed the status. So if you accidently changed the status it will look like this: You can also add comments!!
  27. 27. How to solve Cases • POINT TO NOTE Make sure you only change the case to closed after you solved the case! The whole objective of this function is to ensure all EP/member in need of LC action is met. MC can consider setting criteria and guidelines for LCs on how to double confirm if cases are really solved or not.
  28. 28. Generating the Key Performance Indicator 2. Response Rate (%)
  29. 29. What is response rate Response Rate is the % of programme participants who replied the NPS Survey. For Example: Out of your 78 GIP EPs, 68 of them filled in the NPS survey. The Response Rate is 68/78 = 87.1% But we will use the Primary and Reminder email function to know MORE about the Response Rate...
  30. 30. how to find it? Click on Responses under Reports
  31. 31. And you will get two set of graphs and also a table (explained in the next slide) The first graph is the Response Rate in %. The bars in Blue is the Primary Email and the Red is the Reminder Email. The bottom graph is the absolute number of responses. As you can see the absolute # of Response for April may be very high but in terms of % of responses, May is doing better.
  32. 32. You can check the Response Rate and Responses of Primary/Reminder email by clicking on the blue/red box here.
  33. 33. There are lots of numbers in this table but its quite simple to understand It’s simply the breakdown of response rate by Primary and Reminder email as well the total of the two emails. This is the KPI! Again, if you want to find your entity’s Response Rate, click the Advanced Options menu just like other functions
  34. 34. Generating the Key Performance Indicator 3. % of Promoters
  35. 35. Where can i find it? This KPI is very simple to find. First click NPS Evolution under Reports
  36. 36. You will then see this graph: The area in RED is the Detractors, Grey is the Passives and the Dark Grey is the Promoters. To find the % of each loyalty and the month, hover your mouse over dots. You can find your entity’s data by filtering just like before Example: The % of Promoters in May 2013 was 54.8%
  37. 37. Other useful tools!
  38. 38. There’s more?! Now you know how to find the MoS and the 3 KPIs! But there are MORE to CustomerGauge to further improve our Processes and the Experiences we are delivering in AIESEC!
  39. 39. 1. NPS By Segment Within 3 clicks, you can generate a statistic of NPS by the following segments: -Programme Code -Status -Home Country -Host Country -Org. Name -Business Type of Org. -Home LC -Host LC Meaning you can generate an entity ranking report by NPS etc Point to note: You can only generate one segment at a time!
  40. 40. 2. NPS Frequency NPS Frequency will provide a further breakdown of the NPS score so you have a better idea on how many people rated for each score
  41. 41. 3. Self select issue In the NPS Survey the respondents can select the Reasons why they will Recommend their experience OR Things AIESEC needs to improve on. These are Level 2 Issues Under the Self Select Issue functions you can find the statistics on which part of the Process we are good/bad at and which part of the experience is creating promoters/detractors! You will know more about the levels in the coming slides These are Level 1 Issues
  42. 42. This is the page you will see after clicking Self Select Issues under Reports. As you can see the page is very long... Lets add some filters so its easier to understand what is happening
  43. 43. I filtered out so we only have data from GCDP Promoters during the Completed Status. Level 1 is the 1st Category of Issues. Level 2 is the further breakdown of Level 1 (you will see in the next slide) You can see that 33% of the Promoters of GCDP will recommend it because of the Cross-Cultural Understanding and Awareness part of the experience.
  44. 44. If we scroll down, you will see the Level 2 breakdown. Within those 33% of promoters who chose Cross Cultural Understanding and Awareness, 40% of them specifically chose Living diverse cultures and having a multicultural experience as the reason why they are promoters of GCDP
  45. 45. 3. Self select issue By using this function you can have a better picture on: - How we can improve our current process by checking the NPS at Matched and Realized status - Which part of the Experience we can improve on by checking the NPS at Completed status - And for each you can understand the reasons why they are promoters/passives/detractors of the Experience!