This report from the National Control Board in Poland summarizes customer service work for August. It provides details on the number of customer cases opened and closed through email and direct contact. There were 24 customers initially contacted by email, with responses received from 3 customers. One additional customer contacted the NCB by email regarding a matching issue that was then resolved. The report also analyzes customer satisfaction scores in each program area, finding overall high satisfaction rates. It notes that recommendations files were created for each program area to address customer feedback. Finally, it lists materials developed regarding customer centricity, FAQs, and an evaluation.

2. This is a report made by the National Control Board regarding all work delivered on the month stated above. In this report for AIESEC in Poland, you will
find:
- Number of cases opened and closed through NPS contact
- Number of cases opened and closed through e-mail
- NPS analysis for all areas with recommendations
- Jobs delivered

3. NUMBER OF CASES OPENED AND CLOSED THROUGH NPS CONTACT
On August, the NCB team sent e-mail to all detractors on the Customer Gauge totaling an amount of 24 exchange participants or trainees. The team
received 3 responses and the feedback was sent to the respective LCs.Here is a copy of the tracking tool used by the team.
Month CG ID E-mail Score Responsible Problem Area
First E-
mail
Got
response?
LC Feedback Status
AUGUST
42266732 aiesec.ep.nikitong@gmail.com 5 Rafa GCDP ICX Sent Open
42287786 ada.matyjaszek@gmail.com 5 Rafa GCDP OGX Sent Yes Sent Closed
42288470 kamilaaleksandramarciniak@gmail.com 5 Rafa GCDP OGX Sent Open
42289903 estherkim92@yahoo.com 1 Rafa GCDP ICX Sent Open
42289964 monika.lewkowicz.aiesec@gmail.com 5 Rafa GCDP OGX Sent Open
42287044 chwieduk.magdalena@gmail.com 6 Rafa GIP OGX Sent Open
42286307 lucja_w@op.pl 6 Rafa GIP OGX Sent Open
42270351 burakakhanca@gmail.com 3 Rafa GCDP ICX Sent Yes Sent Closed
42280272 rychlikoliwia@gmail.com 3 Rafa GCDP OGX Sent Open
42280274 sandra.gnoinska@gmail.com 4 Rafa GCDP OGX Sent Open
42287544 katarzyna.gabrys90@gmail.com 5 Rafa GCDP OGX Sent Open
42287425 annaewakokot@gmail.com 3 Rafa GCDP OGX Sent Open
42286961 kaskrokosz@gmail.com 6 Rafa GCDP OGX Sent Open
42285563 yerri@wp.pl 6 Rafa GCDP OGX Sent Open
42286972 maciejglinski1989@gmail.com 3 Rafa GCDP OGX Sent Open
42285622 marta.kusnierska@gmail.com 1 Rafa GIP OGX Sent Open
42279557 radoslav.gora@gmail.com 4 Ania GCDP OGX Sent Open
42287573 foreverbelle.tw@gmail.com 6 Ania GCDP ICX Sent Open
42290711 topierzchi@gmail.com 6 Ania GCDP OGX Sent Open
42289749 natavan.mirmamedli@aiesec.net 6 Marjana GCDP ICX Sent Open
42292960 dorota.kosela.ai@gmail.com 6 Marjana GCDP OGX Sent Open
42293008 jagodabuczak@gmail.com 2 Marjana GIP OGX Sent Open
42288930 fiona.lam@aiesec.net 6 Marjana GCDP OGX Sent Open
42290317 milena.kurpiewska@gmail.com 4 Marjana GCDP OGX Sent Open

4. We got positive feedback on the responses from our all of our customers saying that they appreciated the contact we did in order to improve our service.

5. NUMBER OF CASES OPENED AND CLOSED THROUGH E-MAIL
During this month, the NCB was contacted just once. Here is the case.
Month Contact Name Role Country/LC E-mail NCB Complain To dos Case Closed
AUGUST Nino Kokashvili
LCVP
OGX
Georgia nino.kokashvili@aiesec.net Rafa
He wanted to break a
match and then didn't
want it anymore. EP is
going to Katowice.
Just wait if
they need
anything else
YES

6. NPS ANALYSIS FOR ALL AREAS WITH RECOMMENDATIONS
During the month of August, AIESEC in Poland had 272 answers¹ on NPS being:
110 GCDP ICX
121 GCDP OGX
9 GIP ICX
32 GIP OGX
¹ For this analysis we considered answers that had a scored marked on the Customer Gauge system. There were responses that we just had the system number of the person, with no score or
comments.

7. Our score overall was 7,9 which each area had:
8,5 GCDP ICX
7,5 GCDP OGX
7,8 GIP ICX
8 GIP OGX
In this report pack you’ll find the files with recommendations for each exchange area with points that can be worked on based on customers feedback.

8. JOBS DELIVERED
All files will be uploaded as soon as possible on out NCB wiki on myaiesec.net.
The materials we worked on are:
- Content for the network about Customer Centricity
- XPP FAQ
- Evaluation for ICX
- Solving problems guide

9. If any doubts or suggestions about this report, please contact us.
Rafaela Cruz Bórtoli
Chair
rafaela.cruzbortoli@aiesec.net
Marjana Meykiv Filip Szymkowiak Anna Bembenik
Customer Orientation Manager Consultancy Manager Case Solving Manager
marjana.meykiv@gmail.com filszymkowiak@gmail.com anna.bembenik@gmail.com