1. The Net Promoter Score Guide

2. 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/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 http://www.youtube.com/watch?v=bH242Nc5GHA

3. NPS in AIESEC The surveys are to be sent daily from 1 st June 2013.. The new website of NPS is https://www.cg-express.com/an/login.php. Every LCP has an active login.https://www.cg-express.com/an/login.php 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.

4. 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

5. The Survey

6. Inferences on responses Inferences on overall NPS Inferences on different parameters Home Page

7. Options to analyze Data Comments made by a EP or a Member.

8. 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.

9. 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.

10. 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

11. 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 Respondents Percentage of Respondents Level 1 Issues

12. Level 2 Issues are more specific. Level 2: Issues

13. 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 Follow-up Requested Open Case In Progress Close Case Fast and Effective problem solving

14. Click here to open Task Details

15. Click to Open Presents all Cases in the Programme You can download data and graphs.

16. EP Information

17. Case Progress Bar: To be Updated by case responsible Comment of the status to update the National Control Board Page Scrolled Down

18. 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? Important

19. Fire-fighting map

20. 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 dutties in 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

21. 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.

22. 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.