Getting familiar with Customer Gauge
https://www.cg-express.com/an/login.php
Becoming a customer-centric organization is fundamental for AIESEC to reach its
midterm ambition. This will enable us to:
...
MAIN PAGE
Analysis tab
NPS current
score
(all programmes,
all status, current
month)
NPS current
score breakdown
(all programmes,
al...
EMAILS AND SURVEYS
Here you can check what emails your EPs receive at
each stage of the process and according to the
programme
Here you can check how the surveys look like for each
of the programmes
Example of survey
for GCDP
REPORTS
• Date range:
– Select the dates for which you want to analyze your data
• Increment:
– Select the display of the data: by...
Selecting your data for the reports
(advanced options)
• Programme
– Select the programme according to your focus (GIP, GC...
NPS report
• Breakdown of NPS
• Breakdown of responses
(Per category of customer)
• Breakdown of responses
(per category o...
What can I do with NPS report?
• Evaluate your current trend :
– What is the overall evolution of your NPS score?
– How is...
NPS by segment
• Breakdown
of NPS for all
programmes
Ex of data from AIESEC France from January to June 20th 2013
Overall ...
What can I do with NPS segment?
• Choose your focus in terms of programmes
based on NPS score:
– What is my priority in te...
NPS evolution
• Evolutionof NPS
based on customer
category
Ex of oGIP data from AIESEC France from Januaryto June 20th 201...
What can I do with NPS evolution?
• Analyze the variation of customer categories:
– Is your number of promoters increasing...
Responses
• Breakdown of
cumulativeresponses
overall in %
• Breakdown of
responses in absolute
numbers
Ex of oGIP data fro...
Responses
Overall
response rate
Reactive Eps!
Ex of oGIP data from AIESEC France from Januaryto June 20th 2013; filter by ...
What can I do with reponses?
• Analyze the evolution of your response rate:
– Is this aligned with your programme timeline...
NPS frequency
• Breakdown of NPS score according to the
score given
Ex of oGIP data from AIESEC France from Januaryto June...
What can I do with NPS frequency?
• Analyze the breakdown of your customers:
– How many are detractors/passives/promoters?...
Self-select issues
• Breakdown of
reasons for
satisfaction/
unsatisfaction
Ex of oGIP data from AIESEC France from January...
What can I do with self-select issues?
• Check top issues for promoters and
detractors at each step of the process:
– Are ...
FIRE-FIGHTING
Task details
• Breakdown of
cases opened/in
progress/closed
Ex of oGIP data from AIESEC France from Januaryto June 20th 20...
Keep in mind
• Case open: Automatically done by the system
after an EP asks for support
• Case In Progress: EP contacted, ...
What can I do with fire-fighting cases?
• React ASAP to each case and track its progress:
– Ensure proper resources are in...
ADMIN
Data transport report
• Summary of the
number of emails
sent & number of
responses/non
responses
Ex of oGIP data from AIES...
Tips & Tricks
• If you click on responses or non responses,
you will get the email addresses of all the EPs
that received ...
What can I do with the
data transport report?
• Check your non reponses
– Contact the Eps/TMP/TLP that have not answered
t...
KPI CHECK-UP
How to check KPIs
• For Response rate:
– Reports/Responses
– Admin/Data transport report
• For % promoter:
– Reports/Net P...
Being a customer-centric organisation is a promise.
A promise that each and every one of our
GIP/GCDP/TMP/TLP participant ...
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Customer Gauge Education Toolkit

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The slideshow made by AIESEC in France, by following this toolkit you will learn how to use Customer Gauge.

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Customer Gauge Education Toolkit

  1. 1. Getting familiar with Customer Gauge https://www.cg-express.com/an/login.php
  2. 2. Becoming a customer-centric organization is fundamental for AIESEC to reach its midterm ambition. This will enable us to: - have satisfied customers who are willing to promote AIESEC and to multiply their experiences - take into account our customers' feedback to react much faster to their needs - innovate in projects/activities by involving our customers in terms of product creation - ensure that all the participants that go through our TMP/TLP/GIP/GCDP programmes will live a quality experience through constant improvement of our processes Through this presentation, you will get to learn how to get the data you need from the platform as well as key questions you should ask yourself to analyze the data. Remember, developing loyal customers needs both technology and business practices. It’s not just about learning how to navigate on the CG platform but about how you are using this data to increase the quality of the experience for your customer and how you are communicating about it to them. Why CEM?
  3. 3. MAIN PAGE
  4. 4. Analysis tab NPS current score (all programmes, all status, current month) NPS current score breakdown (all programmes, all status, current month) Cases opened (ie EPs asking to be contacted by AIESEC)
  5. 5. EMAILS AND SURVEYS
  6. 6. Here you can check what emails your EPs receive at each stage of the process and according to the programme
  7. 7. Here you can check how the surveys look like for each of the programmes
  8. 8. Example of survey for GCDP
  9. 9. REPORTS
  10. 10. • Date range: – Select the dates for which you want to analyze your data • Increment: – Select the display of the data: by day, by week, by month, by year or customized • Filter by: – Date of answer: when the survey was answered – Survey date: when the survey was sent to the EPs/TMP/TLP • Use this for response rate analysis – Experience date: when the experience was lived • Use this for fire-fighting Selecting your data for the reports
  11. 11. Selecting your data for the reports (advanced options) • Programme – Select the programme according to your focus (GIP, GCDP, TMP, TLP) • Status – To analyze data for process improvement => review «matched» and « realized » status – To analyze for product innovation => review « completed « status • Home country: – Select a country /entity for OGX analysis from this country • Host country – Select a country/entity for ICX analysis from this country • Home LC: – Select an LC for OGX analysis from this LC • Host LC – Select an LC for ICX analysis from this LC
  12. 12. NPS report • Breakdown of NPS • Breakdown of responses (Per category of customer) • Breakdown of responses (per category of customer and NPS score) Ex of oGIP data from AIESEC France from Januaryto June 20th 2013; filter by survey date
  13. 13. What can I do with NPS report? • Evaluate your current trend : – What is the overall evolution of your NPS score? – How is this influenced by your timeline in terms of programmes (X and TMP/TLP) ? – What is the correlation between the number of responses and NPS score? Are they followingthe same trend?
  14. 14. NPS by segment • Breakdown of NPS for all programmes Ex of data from AIESEC France from January to June 20th 2013 Overall NPS score for all programmes for selected dates
  15. 15. What can I do with NPS segment? • Choose your focus in terms of programmes based on NPS score: – What is my priority in terms of investment? – What are the GCPs in terms of CEM that I have in this programme that I can implement in other programmes to boost my NPS score?
  16. 16. NPS evolution • Evolutionof NPS based on customer category Ex of oGIP data from AIESEC France from Januaryto June 20th 2013; filter by survey date
  17. 17. What can I do with NPS evolution? • Analyze the variation of customer categories: – Is your number of promoters increasing? • If yes, showcase your impact and use them for promotionalstrategies (and share GCPs!) – Is your number of detractors increasing? • If yes, check what are the main detractor issues and REACT fast to change the trend – Are you converting your passives into promoters? • If not, what are the key elements preventingthem from becomingpromoters?
  18. 18. Responses • Breakdown of cumulativeresponses overall in % • Breakdown of responses in absolute numbers Ex of oGIP data from AIESEC France from Januaryto June 20th 2013; filter by survey date
  19. 19. Responses Overall response rate Reactive Eps! Ex of oGIP data from AIESEC France from Januaryto June 20th 2013; filter by survey date
  20. 20. What can I do with reponses? • Analyze the evolution of your response rate: – Is this aligned with your programme timeline? – How strong is your primary response rate (ie, how reactive are your EPs/ TMP/TLP?) – Is your response rate strong enough for you to draw conclusions (ie over 50%)? – What should you do to increase your response rate?
  21. 21. NPS frequency • Breakdown of NPS score according to the score given Ex of oGIP data from AIESEC France from Januaryto June 20th 2013; filter by survey date
  22. 22. What can I do with NPS frequency? • Analyze the breakdown of your customers: – How many are detractors/passives/promoters? – What is your main category of customers? • Define priorities in terms of focus groups: – Converting passives into promoters – Decreasing number of detractors to ensure better quality XP – Leveragingon promoters to attract more customers
  23. 23. Self-select issues • Breakdown of reasons for satisfaction/ unsatisfaction Ex of oGIP data from AIESEC France from Januaryto June 20th 2013; filter by survey date and promoters only
  24. 24. What can I do with self-select issues? • Check top issues for promoters and detractors at each step of the process: – Are they the same? – What exactly should you focus on to make sure your NPS score increases? – What are your customers really satisfied/unsatisfiedabout in the service you provide? – How should you review expectations with country partners based on this feedback?
  25. 25. FIRE-FIGHTING
  26. 26. Task details • Breakdown of cases opened/in progress/closed Ex of oGIP data from AIESEC France from Januaryto June 20th 2013; filter by experience date and detractors/passives only
  27. 27. Keep in mind • Case open: Automatically done by the system after an EP asks for support • Case In Progress: EP contacted, problem identified,action steps set. This status remains during the execution of the action plan/steps • Case Closed: EP issue or need has been solved or doesn't exists anymore • The status are managed and changed by the home entity
  28. 28. What can I do with fire-fighting cases? • React ASAP to each case and track its progress: – Ensure proper resources are invested for fire-fighting so you can respond quickly to each case – Contact host entity to check up on EP’s case and how you can support home entity to close the case – Develop clear communication strategies with all the parties involved – Define success factors for fire-fighting – Review expectations with country partners based on fire-fighting cases
  29. 29. ADMIN
  30. 30. Data transport report • Summary of the number of emails sent & number of responses/non responses Ex of oGIP data from AIESEC France from Januaryto June 20th 2013; filter by survey date Overall response rate
  31. 31. Tips & Tricks • If you click on responses or non responses, you will get the email addresses of all the EPs that received the survey
  32. 32. What can I do with the data transport report? • Check your non reponses – Contact the Eps/TMP/TLP that have not answered to the survey and get LIVE FEEDBACK (do not rely on the system only) • Check your responses: – Contact the Eps/TMP/TLP that have answered to the survey and get LIVE FEEDBACK (do not rely on the system only) to validate your conclusions
  33. 33. KPI CHECK-UP
  34. 34. How to check KPIs • For Response rate: – Reports/Responses – Admin/Data transport report • For % promoter: – Reports/Net Promoter Score • Calculate:Number promoter/Numberof responses • For Cases opened/closed: – Fire-fighting/Task details
  35. 35. Being a customer-centric organisation is a promise. A promise that each and every one of our GIP/GCDP/TMP/TLP participant will live a high-quality experience. Let’s make it happen!

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