The Net Promoter

Score Guide

Net

Promoter

Score is a measure of quality . Through survey it draws inferences

based on responses from customers. To understand better please go to

http://www.netpromoter.com/why-net-promoter/know/ ( external perspective)

For AIESEC, NPS surveys are sent to its members and EPs NPS is crucial for the progress and growth of any

organisation. Why? Please watch: http://www.youtube.com/watch?v=bH242Nc5GHA

NPS in AIESEC

• The surveys are to be sent daily from 1st June 2013..

• The new website of NPS is https://www.cg-express.com/an/login.php. Every LCP has an active login.

• For AIESEC, NPS is a measure of success for all entities and programmes. It has the following parameters:

1) Net Promoter Score

2) % of Promoters

3) Response Rate

4) % of cases closed.

HOW DOES IT WORK?

Surveys are sent frequesntly as:

Internship less than 3 months > 1 SURVEY

Internship between 3 and 6 months > 2 SURVEY

Internship more than 6 months > 3 SURVEY

GCDP >> ONCE

The Survey

Inferences on responses

Inferences on overall NPS

Inferences on different parameters

Home Page

•

• Options to analyze Data

• Comments made by

• a EP or a Member.

Customize your Search.

Click on advance options to get specifications.

Use graphs to make inferences.

Green line is NPS score

Analyze data through tables.

NPS 1 is average NPS.

Self-Select Issues

• It helps us understand the +ve and –ve points related to your product.

• The objective is the maximize the +ves and minimize the –ves.

• This helps in improvement of quality and product evolution.

Self-Select Issues

Select to understand the positives and negatives of the programme

The first NPS surveys went in July 2012. Then in November 2012 and now they’re sent on regular 45 day basis.

Preferably use sent date.

Click to go

It broadens the search. You can get programme and L.C wise data through this.

Choose your LC for OGX Inferences

Choose your LC for ICX inferences

General Issues

Number of RespondentsPercentage of Respondents

Level 1 Issues

Level 2 Issues are more specific.

Level 2: Issues

Fire-Fighting Solve customer’s

concerns

NPS survey fillers can request for a troubleshooting response.Open case is when a problem is filed. When the person is connected and the initiative to solve the issue is taken, the case is in progress. The Case is closed when the problem is solved

Fast and Effective problem solving

Click here to open

Task Details

Click to Open

Presents all Cases in the Programme

You can download data and graphs.

EP Information

Case Progress Bar: To be Updated by case responsible

Comment of the status to update the National Control Board

Page Scrolled Down

Provides an excel sheet with the names/contact details of all the people to whom the surveys went. Helps improve response rate.

Answers questions like:

Who all received the surveys?When did they receive it?Have they replied?What are their email id?

Fire-fighting map

Local Fire-fighting

Success factors for fire-fighting

1. Home entity is hold accountable for managing the cases

2. Contact the EP within 48 hours

3. Ensure there's always a person/team responsible

4. Connect exchange delivery structure with fire-fighting structure

5. Have a clear communication map with EPs and host entities

6. The fact that home entity is responsible doesn't release the host entity from its duttiesin fire-fighting. Remember, we are CO-DELIVERING an experience!

To 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

Who is responsible?

• For whole NPS processes and KPI fulfillments responsible VP, but

• VP can delegate firefighting and NPS and respond rate tracking to CRM Manager.

• Its always better if CRM Manager checking system for fire-fighting every 2 days.

• In a planning CRM Manager with VP will analyze the main reasons for detractor and main reasons for promoters. And come up with actions steps for project not to have detractors, and increase promoters.

To keep in mind

• The NPS is viewed by the MCPs, International AIESEC entities and National Control Board Regularly.

• The Measure of Success Delivery is a) Net Promoter Score b) %Promoters c) Response Rate d) % of Cases in progress and closed.