1. APRIL 2016
NST Midterm
Net Promoter
Score Report

2. AT A GLANCE
How do we measure it?
1
PromotersPassivesDetractors
2 3 4 5
On the surveys sent out, each stakeholder was
asked to evaluate questions on a scale of Strongly
Disagree (1) to Strongly Agree (5). 4-5 are
Promoters, 3 is Passive, and 1-2 are Detractors.
The Net Promoter Score (NPS) is calculated by
subtracting the percentage of detractors from the
percentage of promoters.
What is the criteria?
1
2
3
CONSISTENCY
LEADERSHIP
DEVELOPMENT
CONTRIBUTION TO
ENTITY GROWTH
Who did we ask?
We asked the NSTs about their own experience.
Then we asked LCPs and VPs about their
satisfaction with the support from the NST.
NST
VPs
LCPs
CONSISTENCY LEADERSHIP GROWTH
NET SCORES APRIL 2016:
69% 55% 66%
51% 36% 44%
51% -2.5% 51%
NST
LCP/
VPs
MC
WHAT ARE THE NEEDED ACTIONS?
• Focus on leadership development of the VPs
• Follow-up and reach out to VPs
• Train on summer operations; involve members
• Fill out the feedback survey and your IDPs
• Be proactive and reach out to your NST
• Specify what kind of resources you need from NST
• Take initiative to work with NST to share GCPs
• Fill out the feedback survey for NSTs in June
• Make job descriptions and KPIs more specific
• Focus on leadership development with NST TLs
• Give more facilitating opportunities for NSTs
Who’s point of
view?

3. EXPERIENCE AND
SATISFACTION OF
THE…
NST
1 Consistency
How consistent are the touch-points and responses with the
coachees and NST members themselves?
77%15%8%
PromotersPassivesDetractors
NET
SCORE: 69%
2 Leadership
Did the role enable NST members to work towards their own
leadership development and future path in/outside of AIESEC?
68%19%13%
PromotersPassivesDetractors
NET
SCORE: 55%
3 Entity Growth
Did the role enable NST members to coach LCs towards health
and lead projects to contribute to entity growth?
73%19%
PromotersPassivesDetractors
NET
SCORE: 66%
7%
RESPONSE RATE:
43%
ATTN. TO
• MC
• NST TLs
• LCPs/VPs
Useful feedback for…

4. EXPERIENCE AND
SATISFACTION OF
THE…
NST
ATTN. TO
• MC
• NST TLs
• LCPs/VPs
Useful feedback for… HOW CAN WE
IMPROVE IT?
What improvements are required at the LC level to improve
the NST experience?LCs
Increased attendance at webinars/use of resources created.
Increased responsiveness from VP for coaching/support.
Increased responsiveness from the LCP.
Other.
I don’t require further LC support.
57.7%
38.5%
34.6%
23.1%
11.5%
“Increasing understanding of the importance of
TM and other support functions at the local
level. Helping VPs to ask strategic questions
instead of just basic functional questions.
Interaction with team members, not just the
LCVP.”
MC/
NST
More opportunities for strategy co-creation.
More opportunities to facilitate (either virtually or at conferences).
Increased leadership development focus through 1:1s + IDPs.
More specific outcomes and KPIs for job descriptions.
Increased resources and guidance from MC/NST TL.
64%
52%
52%
40%
28%
What improvements are required from the MC/
NST TL to improve the NST experience?
Better balance of tasks and workload.28%
24% Increased communication and notice on when tasks are to be done.
What can the NST do?
46.2% 53.8%
INCOMPLETE IDP DONE IDP!
Finish your
I D P a n d
reach out
to your TL.
WHAT IS DONE WELL?
ü “Improved overall
management”
ü Autonomy given in role

5. SATISFACTION
WITH NST FROM
the…
VPs
1 Consistency
How consistent are the VPs’ touch-points and responses with
their NST coach?
66%
PromotersPassivesDetractors
NET
SCORE: 51%
2 Leadership
Does the coaching relationship help the VP improve team
management , frame development, and focus on their growth?
49%38%13%
PromotersPassivesDetractors
NET
SCORE: 36%
3 Entity Growth
Did the coach help the VP work towards LC health? Did the
coach gather the VP’s feedback on national initiatives?
61%22%
PromotersPassivesDetractors
NET
SCORE: 44%
17%
RESPONSE RATE:
19%
ATTN. TO
• NST (members
that coach)
• MC
Useful feedback for…
19%15%

6. HOW CAN WE
IMPROVE IT?
What improvements are required at the NST level to support
VPs that they coach?NST
Training on managing summer operations.
Team Management training for their function.
Resource creation.
Training on erasing a bottleneck.
Webinars for VP Hangouts/OCP Hangouts.
66.7%
51.5%
51.5%
39.4%
33.3%
SATISFACTION
WITH NST FROM
the…
VPs
ATTN. TO
• NST (members
that coach)
• MC
Useful feedback for…
Webinars for training.27.3%
OTHER FEEDBACK:
• Coaching support in French
• Having the NST reach out
• Foster GCP sharing amongst LCs.
WHAT IS DONE WELL?
ü Quick responses
ü Assistance with tackling
bottlenecks
ü Coaches sharing from
previous experiences
VPs
What can the VPs do to improve their experience?
• Take initiative to give feedback so
improvements can be made (only 38 VPs
answered this survey).
• Take the initiative to start the conversation
with their coaches or ask for a resource.
• Ask your coaches for mediums to share your
GCPs as well!

7. SATISFACTION
WITH NST FROM
the…
LCPs
1 Consistency
How consistent are their VPs’
touch-points and responses with
the respective NST coaches?
NET SCORES:
39%
RESPONSE RATE:
46%
ATTN. TO
• NST (members
that coach)
• MC
Useful feedback for…
oGCDP
oGIP
ICX
TM
MAC
F15%
50%
63%
70%
66%
51%
AVG. NPS
2 Leadership
Does the coaching relationship help the
VP improve team management , frame
development, and focus on their growth?
NET SCORES:
-16%oGCDP
oGIP
ICX
TM
MAC
F-31%
0%
39%
-23%
-16%
-2.5%
3 Entity Growth Does the coach gather feedback and
help the LC work towards health?
NET SCORES:
69%oGCDP
oGIP
ICX
TM
MAC
F47%
61%
54%
31%
54%
AVG. NPS
AVG. NPS
51%

8. HOW CAN WE
IMPROVE IT?
What improvements are LCPs looking for from the NST to
continue supporting the VPs they coach?NST
Communication with the LCP on current functional bottlenecks.
More resource creation for a given function.
Communication with the LCP on issues in team management.
A functional coaching visit for my LC.
More functional training for VPs.
100%
84.6%
69.2%
53.8%
46.2%
SATISFACTION
WITH NST FROM
the…
LCPs
ATTN. TO
• NST (members
that coach)
• MC
Useful feedback for…
OTHER FEEDBACK:
• Facilitate cooperation between VPs
• Increase accountability measures
• Try to align personalities of coaches
and VPs
• Utilize a “coach’s corner” to focus on
development of the VP
• Incorporate the members more
WHAT IS DONE WELL?
ü Strong friendship bond with coachees
ü Strong online presence through ed. cycles
ü Linking webinar attendance to campaign
ü Coaching contributes to operational growth
LCPs What can the LCPs do to improve their experience?
• Take initiative to give feedback for the NST
so improvements can be made.
• Take the initiative to start the conversation
with the coaches to ask for resources.
• Reach out to the NST coaches to
understand how they are coaching your VPs
and how you can work together.

9.
we hope that
we at least
helped start a
conversation
…
NOT ALL THE ANSWERS ARE HERE.
BUT:

10. NOT ALL THE ANSWERS ARE HERE.
Would the results have been
different if more people
answered? For better or for
worse?
Should leadership development of a VP be the
responsibility of the NST as well or just the LCP? Are
NSTs properly trained to deliver leadership
development and coaching? Why are there no
touch-points at conferences for LCPs
and NSTs to work together? WHAT
WOULD HAPPEN IF WE WERE TO GATHER
AND GIVE FEEDBACK FOR THE NST IN REAL-
TIME? What stops the membership from also
accessing the NST coach? What stops the
lcp and nst teams from reaching
out to each other? How can we alter the
NST experience so we can alter the coaching
they provide to LCs?
…

11.
because we
can’t fulfill
humankind’s
potential with
an AIESEC that
has so much
untapped
potential
inside it.
Be part of the conversation.
QUESTIONS? FEEDBACK? EMAIL
GILLIANJOSERIZ@GMAIL.COM