The annual report summarizes AIESEC in Hong Kong's customer relations management performance for the 2015-2016 session. Key highlights include an increased NPS score of 69% and average LC score of 57.8%. Several projects were completed to improve matching processes and engagement. Surveys found high satisfaction levels but room for improvement in goal setting and departure support. Suggestions include strengthening communication, pre-arrival engagement, LC involvement, and evaluation processes. The report demonstrates AIESEC's commitment to continuous improvement in serving exchange participants.

1. ANNUAL REPORT
Customer Rela-ons Management
Performance
AIESEC in Hong Kong Session 2015-2016

2. CONTENT
Performance Overview
Projects Completed
Key Insights
Further Suggestions

3. My AIESEC internship in Hong Kong has been filled with laughter, great memories, and
long-lasting friendships. I am glad I decided to step out of my comfort zone and
experience a new life abroad.
Wayne Hsu
Exchange Participant of GIP in Hong Kong
Intern of Yesinspace limited

4. Performance Overview
The NPS survey is completed by 26 EPs upon realisa-on. Exceeding
the targeted goal, the resulted NPS score is 69, which shows an
increase of 245% of the targeted score.
OVERALL PERFORMANCE
PERFORMANCE of LCs
The LCs have demonstrated a good CRM performance in general,
gaining an average score of 57.8. HKUST achieved the highest NPS
score of 100 amongst 7 LCs. However, it is noted that there has been
only 1 respondent from HKUST, meaning the result is rela-vely not
sta-s-cally significant. Following HKUST, both CITYU and HKU
achieved the second highest NPS score of 80. Meanwhile, both CUHK
and POLYU aQained the lowest NPS score of 0, given that there has
been no respondents from POLYU and only 3 from CUHK.
Target
Overall
CITYU
CUHK
HKBU
HKU
HKUST
LINGNAN
POLYU
0 25 50 75 100
Average
Overall NPS Score

5. Performance Overview
0
25
50
75
100
Target Overall CITYU CUHK HKBU HKU HKUST LINGNAN POLYU
Promotors (%) Passive (%) Detractors (%)
NPS Score Breakdown

6. After my arrival, thanks to AIESEC I was able to meet new interesting people and engage in
fun weekend activities like hiking, sightseeing and bike trips. My experience of work and
life in Hong Kong has been greatly improved by the effort of the amazing AIESEC people :)
Karol Leja
Exchange Participant of GIP in Hong Kong
Intern of the City University of Hong Kong

7. Projects Completed
3 sets of NPS survey were designed upon September 2015 in
order to examine the CRM performance and the fulfilment of
“Standards and Sa-sfac-on” of each LCs as well as AIESEC in HK
overall. They are NPS survey for EP upon realiza-on and comple-on
of internship and NPS survey for TN takers upon realiza-on.
Frameworks of evalua-on with TN takers and EPs are designed for
regular evalua-on of LCs with stakeholders.
A Facebook group was established in order to enhance of transparency of
opportunities available in Hong Kong and thus to accelerate the matching
process. The group serves as an information sharing platform where EPs or
EP managers, who are interested in opportunities in Hong Kong, could
receive notifications on Facebook once we have new opportunities or other
promotions posted. In addition, potential EPs shall raise enquiries via the
group. The communication is expected to be much faster than the traditional
one- emails. It could prove their satisfaction towards our responsive
communication. Within two months, the group has gained 250+ members.
The long term effect of the group shall remain to be examined in the future.
NPS SURVEYS & EVALUATION OPTIMISATION OF
MATCHING PROCESS

8. Projects Completed
Videos on culture, living style and language in Hong Kong have been
prepared by LCs to strengthen the pre-arrival prepara-on for matched
EPs. They shall receive an email regularly with a video aQached. It could
boost their sense of engagement with AIESEC in HK and beQer prepare
them to feel ready to live and work in Hong Kong.
VIDEOS
Informa-on on our program, services, opportuni-es and intern
experiences have been newly featured on the official website of AIESEC
in HK. It could provide more transparent informa-on for both poten-al
EPs and matched EPs. It could serve as an promo-on tool for poten-al
tool to aQract more interested EPs and an informa-on hub for matched
EPs.
WEBSITES

9. Projects Completed
It is of paramount importance to establish an intern community, providing a support system. EPs would occasionally ini-ate
ac-vi-es such as travelling and gatherings. They have established strong -es among themselves. The community has become closer
and more dynamic. The followings are the measures we have taken this year to create such community.
ESTABLISHMENT OF INTERN’S COMMUNITY
Watching the Rugby Seven at a BarDim Sum DinnerVisiDng the Horse racing Course

10. Projects Completed
A Facebook group was established for
the beQer communica-on among interns
and AIESECers. Via the communica-on
plaaorm, everyone could share upcoming
gathering or AIESEC events as well as
news in HK. In the past year, we shared
hard news like the prospects of Hong
Kong’s economy and soc news like art
exhibi-ons and opportuni-es of
networking events in Hong Kong in order
to create a more holis-c cultural and
professional experience for EPs.
A whatsapp group was created for the sake
of more efficient communication among EPs
and AIESECers. New members could
integrate into the intern community at a
faster rate for the less formal and more
efficient communication channel. In addition,
sharing of pictures and causal chats help
strengthen their bonding.
FACEBOOK GROUP MONTHLY EVENTSWHATSAPP GROUP
Monthly events, for example, dim sum night,
hot pot dinner and Christmas party, are
organized for both EPs and AIESECers.
Participation of EPs was rather high while
they showed high satisfaction towards those
events. However, the participation of
AIESECers was relatively low, despite
promotions on the Facebook group of
AIESEC in HK. As a result, there are strong
bonds among EPs, but rather weak bonds
between EPs and AIESECers.

11. I would say, it is an eye opening experience and it definitely
helps me grow as a professional and as a person
Ghofrane Jendoubi
Exchange Participant of GIP in Hong Kong
Intern of the City University of Hong Kong

12. Key Insights
The survey is completed by EP upon realiza-on. It
aims to review the fulfilment of standard opera-on
procedures (SOPs) as well as the sa-sfac-on of EPs
towards the service provision of AIESEC in Hong Kong
upon realiza-on. 26 EPs completed the survey. The
response rate is 100%, which is excellent.
ABOUT
Host EnXty of Respondents
NPS survey for EP upon Realiza-on
LINGNAN
11%
HKUST
4%
HKU
19%
HKBU
33%
CUHK
11%
CITYU
22%

13. Key Insights
As the hos-ng en-ty, we are obliged to assist the EP is following
aspects in order to uphold our high standards. We shall provide
arrival pick-up services; assistance on accommoda-on sourcing;
informa-on of basic living details in Hong Kong; company on the
first day at work; and assistance on individual goal sejng. We have
showed an impressive improvement over the course the year. We
demonstrated high rates of fulfilment regarding most of the
standards, aQaining over 95% of comple-on in 3 out of 5 items.
However, it is reflected that some EPs felt receiving insufficient
assistance on individual goal sejng. It is note-worthy that personal
learning is an integral part of the inner journey of our program.
Providing guidance or assistance would help facilitate the personal
development of EPs and achieving the goal of our program.
STANDARDS
Fulfilment of Standards (%)
NPS survey for EP upon realiza-on

14. Key Insights
The survey measures the sa-sfac-on of EPs regarding the
quality of our visa advice; -mely response of our officers; the
extend of readiness to live and work in Hong Kong; and their
overall contentedness with AIESEC in Hong Kong. The sa-sfac-on
of EPs slightly improved over the course of the year. Upon June,
ra-ngs of all categories improved comparing to that in November.
In general, EPs showed high level of sa-sfac-on towards our
services, with a score of 8.7 out of 10. Nonetheless, we preformed
the least ideally in preparing EP to feel ready to live on Hong Kong
and responding their inquiry -mely. CUHK perform the best in
-mely responding to EPs’ inquires while HKBU did the worst.
Meanwhile, CITYU and HKUST scored the highest in preparing
the EP to live in Hong Kong, but CUHK scored the lowest.
STATISFACTION
SaXsfacXon Level
NPS survey for EP upon realiza-on

15. Performance Overview
0
2.5
5
7.5
10
Overall CITYU CUHK HKBU HKU HKUST LINGNAN POLYU
Timely Response Ready to live in HK
Performance of Each LC in Specific Aspects

16. Nice and explicit, learning so much from it!
Ken Huang
Exchange Participant of GIP in Hong Kong
Intern of BSD Code and Design Academy

17. Key Insights
The survey is designed for EPs who have completed
the internship and aims at evalua-ng the quality of our
recep-on services during their internship. Up un-l
June 2016, the survey has received 2 responses,
which can hardly render useful sta-s-cally significant
data for in-depth evalua-on. The low response rate
could be explained by long dura-on of internship
which results in later comple-on of internship and the
lack of tracking in LCs. Nonetheless, the preliminary
analysis is as follows.
ABOUT
NPS survey for EP upon Comple-on of Internship

18. Key Insights
EPs generally agree with that the job descrip-ons
match their actual work. However, it is revealed that
there is a room for improvement for departure
management. 50% of respondents reflected that we
did not provide departure support or a personal
development review upon departure. However, all
respondents were sa-sfied with our services and the
program in general.
Realizing ExpectaXon
NPS survey for EP upon Comple-on of Internship

19. I am glad to meet all AIESEC EPs and members of organisation. Thank you very much
for support before and during internship. It was a great and valuable experience which
opens more possibilities for me.
Alina Moroz
Exchange Participant of GIP in Hong Kong
Intern of Alan Leong’s Chamber

20. Further Suggestions
Projects regarding CRM usually involve collabora-on among
LCs and require close tracking and communica-on system.
Unfortunately, emails and StandCom mee-ngs remained the
major communica-on channel this year, leading to loose
tracking and inefficient communica-on. It is suggested that
more efficient communica-on channels and consensuses
should be established between MC and LCs. In addi-on, a
shared calendar could be used for more effec-ve tracking of
progresses in projects.
Visa applica-on could be long and -resome. EPs might feel
anxious and unseQled during the lengthy wai-ng -me. Materials
like videos and websites have been prepared this year for more
frequent engagement. It is recommended to con-nue the
produc-on of such materials in order to beQer prepare EPs to live
and work in Hong Kong. Automa-c emails aQached with the
materials shall further lessen the burden of project managers in
terms of regular engagement with EPs.
TRACKING &
COMMUNICATION SYSTEM
PRE-ARRIVAL ENGAGEMENT

21. Further SuggesXons
Monthly events were held this year. Given the posi-ve response, it is
highly recommended to be con-nued the coming year. However, the
diversity of ac-vi-es could be improved. For instance, more outdoor
ac-vi-es could be featured. In addi-on, we should encourage EPs to
ini-ate ac-vi-es so as to boost their sense of affilia-on and belonging.
As reflected in NPS survey and interviews with EPs, there is room for
improvement in regard to LC-Level engagement. EPs, especially those
who have AIESEC experience, expect to have higher level of
engagement with LCs and AIESECers from other func-onal areas, for
example, to join the LC mass mee-ngs and to have more AIESECers in
social gatherings. It is suggested that we should strive for higher
par-cipa-on of AIESECers in future gatherings. It is a win-win situa-on,
where EPs could enjoy a higher integra-on into AIESEC support system
and AIESECers shall gain a more comprehensive leadership experience
from the encounters and sharing with EPs.
MC-Level Engagement
LC-Level Engagement

22. Further SuggesXons
According to the NPS survey, most EPs do not receive any sort of
personal development review upon departure. A personal development
review is important for a complete inner & outer journey and to
safeguard our leadership program’s quality. It suggested that there
should beQer tracking on the standard opera-on procedures in order to
uphold our high standards.
EXIT MANAGEMENT Personal Development Review
The Facebook group currently also serves as an alumni network for
both current and past AIESECers and EPs. It is recommended that a
data base could be established so that contacts could be shared with
matched EPs from the same or neighbouring countries for further
sharing or socialising. It could enhance EP’s sense of readiness to live
and work in Hong Kong,
Strengthening Past-EPs Network

23. Further SuggesXons
The EP evalua-on framework is consolidated this year. It is suggested
that officers shall carry out evalua-on at least once during the program
with EPs in a casual manner. It could show our care and deepen our
understanding towards their learning experience in Hong Kong. We can,
therefore, make adjustment or improvement on current servicing. In
addi-on, regular engagement with EPs could improve our understanding
towards the TN takers when we could learn about the needs for talents
of the companies.
POWER OF EVALUATION
With EP…
The evalua-on framework for TN takers has also been consolidated.
Evalua-on with TN takers should be conducted in LC-level and MC-
level. Strategically, evalua-ons could be done in the middle and by the
end of the program so to have closer tracking of sa-sfac-on level and
for the sake of long term partnership.
With TN Takers…

24. It has been an amazing journey for me to meet 20+ foreign souls , who all happen to
pick Hong Kong as where to develop their career and themselves. Assisting them to
assimilate into this fantastic city allows me to learn about cultural diversity, crisis
management, strategical planning, and, after all the encounters, about life.
Lynn Ma
Customer Relations Manager (Happiness Manager)
AIESEC in Hong Kong Session 2015-2016

25. Prepared by Lynn Ma,
Customer RelaUons Manager,
AIESEC in Hong Kong
Session 2015-2016