This document discusses NPS goal setting for an organization. It provides information on: 1. Setting exchange goals monthly and quarterly based on analysis of key detractors from the previous period. 2. Using waterfall analysis to understand issues impacting NPS scores and their classification by stage (match, realize, complete). 3. An example goal setting process that identifies the top 3 detractors from Q1 2014, classifies them by stage, and sets goals for Q2 2014 NPS scores monthly by factoring in the impact of addressing those detractors.

1. Quality
Goal Setting

2. Contents
1. NPS goal setting with the exchange goal
2. Understanding Waterfall analysis
3. NPS Goal setting quarterly
4. Understanding the goal setting

3. NPS Goal Setting with the Exchange Goals
GIP/GCDP
April May June July
Realise Goal Goal Goal
April May June July
NPS Completed GoalGoalGoalGoal
GoalGoal

4. Understanding Waterfall
Analysis

5. Using the Waterfall analysis
Select the data
range needed
Choose
Programme
Choose the Stage:
• Choose Match to assess Raising and matching Activity
• Choose Realise to assess realisation delivery
• Choose complete to assess overall experience during internship

6. Using the Waterfall analysis
Detractor Issues
Promoter Issues
Impact towards NPS Score
Overall NPS Score

7. Using the Waterfall analysis
Impact of detractor issue
towards NPS Score
Top Detractor Issue:
- Choose the issue
which has the
highest impact (>1)
- Understand the
issue classification.
E.g Support
(Realise), JD
(Realise), Logistic
(Realise),
Communication
(Match), Visa
(Match), Integration
(Realise)
Click to understand the
comments of the detractors

8. 1. How to set the goal Monthly
• Previous quarter analysis (using the waterfall
analysis)
– Understand the top detractor within past quarter
(from all stages)
– Choose top detractors (high impact towards NPS, >1)
– Classify the detractor into operational stage (Match,
Realise, Completed)
– Choose top 3 detractors
– Set the monthly and quarterly NPS score by adding
the impact of the issue towards NPS based on the
classification
• Using the Completed stage NPS of previous quarter and
monthly

9. NPS Goal for Q2 2014 (GIP)

10. • AIESEC’s Support during experience (-2.5)
• Integration by the hosting entity (2)
• Logistical support (-1.6)
• Job Description Clarity and Alignment (-1.4)
• Communication effectivity during acceptance
procedure (-1.3)
• Selection Process (-1.1)
• Visa docs and information (-1.1)
Note: Choose the self select issue which has highest impact towards NPS (E.g >1)
1. Define the key detractor issue in Q1 2014

11. • Using the waterfall report for analysis
• Choose timeline 1st Jan – 31st March 2014
• Choose Programme
• Choose “ALL” as the stage
*using “all” as the stage is to understand the impact of every single issue
towards NPS
1. Define the key detractor issue in Q1 2014

12. Match
• Communication (-1.3)
• Selection Process (1.1)
• Visa (-1.1)
Realise
• AIESEC Support (-2.5)
• Integration (-2)
• Logistical Support (-1.6)
• Job Description (-1.4)
2. Classifying the issue based on operations
stage

13. 3. Top 3 detractors
• AIESEC Support (-2.5)
• Job Description (-1.4)
• Communication (-1.3)

14. 4. Set NPS Goals for q2 2014
• Q1 2014 NPS score: 37 (completed stage)
– Jan: 33 (completed stage)
– Feb: 39 (completed stage)
– Mar: 39 (completed stage)

15. 4. Set NPS Goals for q2 2014
• Adding the impact of the detractor towards
the completed NPS score from previous
quarter
• Q2 2014 NPS score: 42
– April: 38
– May: 44
– June: 44

16. Understanding the goal setting
The Flow
• Yearly Goal Setting
• Previous Quarter NPS review
• Quarter NPS Goal Setting
• Monthly NPS Goal Setting

17. Understanding the goal setting
• Ensure the alignment of the yearly NPS goal setting of
your entity
• The idea of quarterly setting is to ensure the evolution
of NPS quarter to quarter to reach the yearly NPS goal
• The most important element of the goal setting is by
understanding the KEY DETRACTOR ISSUE TO
FOCUS!
• Based on customer comments, AIESEC Support in
completed stage includes the elements of AIESEC
services in Match and Realise stage