The document discusses analyzing customer feedback to improve various aspects of AIESEC's programs. It highlights key areas of focus including providing clear and accurate information up front, matching and preparation support, ensuring internship alignment, and creating positive societal impact. Goals and actions are identified based on feedback from participants and partners to strengthen the programs and address customer concerns.

1. From customer feedback!

2. Analyzing NPS with the right
“glasses”

3. Product Development

4.  A practical team leader or executive leadership body
experience
 Personal and professional development
 Practical hard and soft skills development
 Activities which develop an entrepreneurial and
responsible attitude towards being a better leader
A practical team experience
Practical hard and soft skills
development
Access to a global network
An entrepreneurial and responsible
attitude towards being a better leader
 A cross-cultural living and working experience
 The opportunity to create positive societal
impact
 Personal Development
 Activities which develop an entrepreneurial
and responsible attitude towards being a
better leader
A professional development
experience
A cross-cultural living and
working experience
Activities which develop an
entrepreneurial and
responsible attitude towards
being a better leader
Our
promise

5. Our success relies
on our ability to
deliver those
promises
We make this promises because
we believe these experiences will
turn young people into change
agents

6. Process Improvement

7. Processes and
activities we make
to ensure the
promise is
delivered!
Pick-up
EP
preparation
Educati
on
Induction
to AIESEC
Re-
integration
Visa
support
Transition
Personal
goal setting
Etc…
Product
packagin
g

8. NPS on
Completed
NPS on Matched
and Realized
Did we deliver
the promise?
Are our operations
helping us to deliver the
promise?

9. Process Improvement

10. Analyze
Data
Draw
conclusions
Create goals
and plans!
1. Customer Gauge
• See comments
• See self-select
issues
Talk to EPs / Team
members and team
leaders
1. What are the
customer concerns?
2. How to solve /
address customer
concerns?
3. What will I focus on?
1. Set goals (%
promoters)
2. Set actions, timeline
and checkpoints to
track progress
3. Have a focus for 3
months and weekly
progress check

11.  “- not clear/incomplete or contradictory
information provided about the program
(refund policy for instance)
- lack of coaching at the beginning (after
singing the contract and before starting
search for internships)”
Tatiana Dumbrava
 “I feel that I had (and still have) alot of
unanswered questions. For example I was
not told which dates I would need to be out
there until I asked. This information is vital
as without it I could not book flights/sort out
a visa etc. I have been given no information
regarding the visa other than that I need
one. I do not know where I am staying or
where I will be based during the
programme. I am hoping this information
will be given to me soon.”
Anneka Chana

13. Information provided about the GCDP
programme
The selection process
Induction to AIESEC
Matching support
Communication during acceptance procedure
Visa documents and information
Matched

14. Cultural preparation
Integration by the hosting entity
Logistical support
Job-description clarity and alignment
Realized

15. Structures Procedures
Communication Policies

16. Product Development /
Innovation

17. Analyze
Data
Draw
conclusions
Create goals
and plans!
1. CustomerGauge
• See comments
• See self-select
issues
2. Talk to EPs / Team
members and team
leaders
3. Talk to Partners
and TN takers
1. Which value
proposition needs to
be strengthened?
2. What are the
customer concerns?
3. How to solve /
address customer
concerns?
4. What will I focus on?
1. Set goals (%
promoters)
2. Create an enhanced
product
3. Set checkpoints to
track progress
4. Review your products
at least twice a year

18.  “The project I was working with didn't follow any
of the topics of the contract. They as well earn
money out of our work. The project always
talked about creating an impact on the society
but actually I didn't give any lessons to people
that really needed them, that couldn't afford an
english course. Also they give contradictory
advertisement, making us part of the add
campaigns. After this experience I don't believe I
created an impact on the society, and I didn't
had the time (because all of the hours I had to
work) to know about the culture or to travel
around Brazil. ”
Lucia Salamanca
 “job-description: in most of the cases in Padang
Indonesia the job description differed extremely
from the activities that should be done! For
example: intern who wanted to teach french
should now teach german and english. Or like in
my case: i only signed up for english but than i
should also teach german. other interns should
also take part in complete other projects that
had nothing to do with their actual internship. ”
Regine Mueller

20. Personal development
Opportunity to create positive societal impact*
(GCDP)
Cross-cultural understanding & awareness
AIESEC’ support during the experience
Completed

21. New JDs /
Project focus
Enhance
partners role in
the internship
Cultural
involvement for
interns
Enhance interns
personal
development
(GCDP)
Enhance interns
professional
development
(GIP)
Ensuring
positive
impact
(GCDP)
Challenging
professional
roles (GIP)