NPS Q1 report

NPS Report Q1 (Customer Experience Management)

What’s Behind the Numbers??

The main indicators we follow

Net Promoter

Score

Cases Closed / Cases Open

Response Rate % of Promoters

Net Promoter

Score

Cases Closed / Cases Open

Response Rate % of Promoters

Our ability to respond rapidly and effectively to customers in need.

How “engaged” are our customers with AIESEC?

How good are we at creating powerful

experiences?

NPS 58

34 / 55

36.80% 68.14%

AIESEC Ro –Q1 status

NPS score overall on all programs

The % of promoters Response Rate

Closed cases/open cases • Open case: a responded

that said in his survay that he wants to be contacted by AIESEC

• Closed case: a responded that was contacted and his inputs, feedback were asked and a good relationship was established.

oGCDP status

50 6 responses (from 8 emails sent)

PROMOTERS

Opportunity to create positive societal impact Induction to AIESEC Communication effectivity during acceptance procedure Information provided about the GCDP programme Cultural preparation

DETRACTORS

AIESEC’ support during the experience

Score = Response

rate= 75%

oGCDP status

1 1 1 1 1 1

Bu CR IS OR SB Tg M

Responses

Responses

oGCDP comments “We have the project in school, which is about teaching finance knowledge to school students. I also give them information about Chinese culture. Students love me very much.” (AIESEC Iasi) “My experience was great because I don't expect aiesec to help and if I want something I just go for it. On the other hand I've met several, less independent, people that normally should have gotten much more help from aiesec. in contradiction to my prior words, I would recommend at least one aiesec experience for every young person because of unique way to mold and develop ones tolerance, attitude, judgment and, of course, ones ability to adapt and survive somewhere away from home.” (AIESEC Oradea)

oGCDP comments

“I love the idea of AIESEC, but AIESEC Sfax - Tunisia is taking all of this experience and turning in something not that good. I have many complains about the EB and LC.” AIESEC Sibiu

“I am sure it is a great experience but the AIESEC Odessa, Ukraine, is not ready to receive interns, they are badly organised and they don't respect the contract.” AIESEC Bucharest

iGCDP status


PROMOTERS

Intergration by the hosting entity Cultural preparation Logistical support Job-description clarity and alignment The selection process Information provided about the GCDP programme

DETRACTORS

Job-description clarity and alignment AIESEC’ support during the experience Integration by the hosting entity Personal development Logistical support

Score = Response

rate= 35.78%

iGCDP status

7

6

8

5

2

1 1 1

3

BV BU CJ CR GL IS PT SB TM

Responses

Responses

iGCDP comments

“I've decided to do the GCDP because my comfort zone was just HUGE... And I couldn't have had a better experience, being a volunteer in Aiesec Timisoara was exactly what I needed! I met awesome people, and together we made extraordinary memories. Live the life in the Aiesec way is just delightful, every single person in the world should ?feel? that! JUST IN LOVE WITH AIESEC!!!” AIESEC Timisoara

“It's important to know the conditions and to know this new country, but is also important to know all the documents that is need after and before that is matched. Like What kind of documents that is needed, what about cash or the card that they accept in the Country” AIESEC Craiova

“people from both LCs are always available and helpful :)” AIESEC Iasi

iGCDP comments “it is an interesting experience ,it helps young people interact with many people all over the word , putting the theoritical knowledge into practice in an attemp to furthering the personal competencies for easy access to the competitive job market .” AIESEC Cluj

“The local committee should have organised the program a lot better. We have been here for 3 whole weeks and we have not done a single thing. We have been staying in the dorms and staying out of touch with the local committee most of the time. This is extremely unpleasant.” AIESEC Brasov

“The Rebranders project in AIESEC Brasov is not carried efficiently. The LC proved itself to be unable to make reasonable plans and then carry them. it failed (or have been very late) to provide us with the conditions needed to perform many tasks that very included into the internship description... They repeatedly are giving us a last minute notice about the change in plans etc..” AIESEC Brasov

iGCDP comments “The local aiesec should offer more help for volunteers, not only the situations of workload but also some basic information of local environment.” AIESEC Timisoara

“Aiesec's support during the experience should be improved. At least in the city I was, it should.” AIESEC Timisoara

“I think that volunteers should be given the opportunity to contribute more to the attached organization instead of being treated like guests. Most of the time, I was sitting there and observing the classes, taking the initiative to help out whenever I could by following what the teachers did. Perhaps, AIESEC could have communicated to the kindergarten that they can instruct volunteers to assist them, or even set aside some time for us to engage in cultural education. Regardless, a major barrier is my inability to speak Romanian despite my own attempt to learn at my own time. Perhaps, AIESEC could arrange a short preparation session for us to get to know simple words and phrases which children tend to use.” AIESEC Brasov

iGCDP comments

“It was an Amazing Experience for me.Every thing was Perfect. I feel a Huge change in me. I am more Demonstration Integrated Person Now . Now I actually learn How to respect others and how to live life in better way.” AIESEC Craiova

“Project schedule should more prepare efficiently by the host aiesec office. “ AIESEC Brasov

“Hosting entity (LC Cluj, Romania) has done amazing job with us. They help us in anyway we need.” AIESEC Cluj

“i am happy “ AIESEC Pitesti

iGCDP comments “Being integrated by the hosting entity is an awesome experience , fortunately AIESEC-BUCHAREST was more than friendly they are so experienced to make you feel home just on your arrival . they let us participate in conferences and their LC meetings also there were a lot of simulations and trainings before starting the actual sessions .On the social level they organized a lot of parties and events like a tour around Bucharest and Romania in general . “ AIESEC Bucharest

“Everything was amazing from the moment I began to organize my trip, in close collaboration with the TN takers, till the moment that the project was finally realized and the OCPs came to welcome me. Every single point of our match was achieved, there was clarity, responsibility and eagerness to do even more. Also, the whole experience is breath-taking from the cultural and the professional point of view. “ AIESEC Sibiu

iGCDP comments

“People are very hospitable and kind. They tend to help us by proving local language classes, trips and activities related to the locals “ AIESEC Bucharest

“I'm having a wonderful experience with Aiesec Bucharest. They arranged sessions to let us know all the details regarding culture. And on top I was lucky to have a wonderful Trainee Buddy that was there for me almost at every stage to make sure that I don't get to face any problem. Aiesec Bucharest feels like home to me. The team has great enthusiasm and energy. They know how to add up the element of fun in their work. Wonderful learning experience. “ AIESEC Bucharest

“Please make good communication between the trainee and Organization” AIESEC Cluj

oGIP status


PROMOTERS DETRACTORS

Logistical Support Job-description clarity and alignment Intergration by the hosting entity Cultural preparation Visa documents and information

No reasons

Score = Response rate= 46.66%

oGIP status

1 1 1

2

1 1

BU CJ GL IS SB SV

Responses

Responses

oGIP comments

“very friendly, detailed answers, rapid answers, understanding” AIESEC Cluj

iGIP status


DETRACTORS PROMOTERS

Intergration by the hosting entity Logistical support Job-description clarity and alignment Cultural preparation

The selection process Communication effectivity during acceptance procedure


iGIP status

4

1

CJ CR

Responses

Responses

iGIP comments “.....As any other relationship between client and company, we, the clients, deserve the best treatment and the highest consideration. But I also think this isn't all about complaining... I give you my suggestion: To reconsider your payment methods, to not oblige people to pay such amount of money before they have been even matched, at least only paying the AIESEC recruitment fees, and not the GIP fee. If the service can't give the proper conditions, I think you're not in a position to ask people that money. If you're a NGO/organisation with people working for free, I'm sure thid is not a money problem, since companies also pay to be in the database, you're many partners and sponsors, etc... (I know what I'm talking about because of my long history in NGO's, including being an AIESEC alumni).I'd really appreciate to hear your opinion about what I wrote. Anyway I'd like to thank AIESEC for the opportunity. I'll do my best as I always do, I'll contribute for the LC in Cluj where I got a perfect feedback and help so I'm really grateful to them, and I'd also like to thank to my Home LC (PORTO FEP) which is composed by great and professional members. [I'm mentioning the LC's names because I believe people who work hard deserve the proper feedback and admiration :) ]In spite of everything I said, I've a huge respect for AIESEC, one of the best student organisations in the World.Best wishes and thanks for the attention! “

AIESEC Cluj

TMP status



A practical team experience Personal and professional development Activities which develop an entrepreneurial and responsible attitude towards being a better leader Access to a global network

A practical team experience Practical hard and soft skills development Personal and professional development Access to a global network


TMP status

3

8

4

9

3

5

3 2 2

4 3

7

BV Bu CJ CT CR GL IS OR PT SB Tg M TM

Responses

Responses

TLP status



A practical team leader or executive leadership body experience Personal and professional development Activities which develop an entrepreneurial and responsible attitude towards being a better leader Access to a global network

Personal and professional development Practical hard and soft skills development


TLP status

5

3

1

BU CJ TM

Responses

Responses

Fire-fighting: Solve customer’s concerns

As a Sending Entity As a Hosting Entity

oGIP oGCDP iGIP iGCDP TLP

Follow-up

Requested 8 37 3 27 23

Open Cases 3 29 0 11 12

In Progress

Cases 1 0 0 6 3

Closed Cases 4 8 3 10 9

Education

NPS Q1 report