Download - Cem session. 1
Appendix
•What is CEM?•Why is it important?•What is NPS and how we measure it?•How to capitalize on that data
…because the purpose of this organisation is to develop leadership.
We have to know what kind of leadership we provide and how we can improve it!
…because 2015 means that we have to provide quality experiences.
# of GIPExperiences
# of GCDPExperiences
# of TLP Experiences
# of TMP Experiences
Quality of our Experiences
Survey Explanation – TMP/TLP
• AIESEC is every day aiming every to facilitate life-changing experiences. For that, we will send surveys twice per year,in the months of May/June and November/December. You will receive a single survey for TMP regardless how many experiences you are having at the same time. Same rule applies for TLP.
• In fact, we want to hear what you think about the TMP and/or TLP programme in your entity not just your feedback for a specific role.
• What’s the benefit for you?• Official channel to ask for support or raise a complaint• Official space to let us know your ideas, inputs and feedbacks on how to provide better
Team experiences• What do we do with this feedback?• June/July and December/January are crucial months for organizational planning and re-
planning, so we want to hear your feedback to shape our Talent Planning.• Assess the state of our team members and leaders: Are they having a life-changing
experience?• Use your feedback to improve our operations and the way we structure teams and
experiences.• Rewards and recognitions for Team Leaders and Team Members
Survey Explanation for the EPs/Interns• AIESEC is every day aiming every to facilitate life-changing
experiences. For that, we want to:• Hear how your experience is going so we can understand
how to support you immediately.• Use your feedback to improve our operations.• Know if we are doing a good job in changing your life!• You will receive 3 surveys during your experience, in
different moments• Right after you’ve been accepted for an internship – Match
survey• Right after you’ve started you internship – Realization
survey• Right after you’ve finish you internship – Completion
survey
Opportunity to give us feedback about your induction, selection, our support in finding your internship, our
support in getting you visa and our communication with you
“I have asked many times for an EP manager that would be responsible for me, but they made somebody
responsible for me after my match..So, I didn't like the matching support..”
Opportunity to gives us feedback about your cultural preparation by your home entity, integration and logistical
support by your host entity and the clarity and alignment of your job description.
“The job must start immediately”
For Global Community Development: A cross-cultural living and working experience, The opportunity to create positive societal impact, Personal Development and overall AIESEC
support
Video ;)
NET PROMOTER SCORE
0 1 2 3 4 5 6 7 8 9 10
Detractors Passive Promoters
NPS = % of promoters - % of detractors
Scale: -100 to +100
200 surveys40 12040
20% 20% 60% NPS = 40
Our ability to respond rapidly and effectively to customers in need.
Net Promoter
Score
Cases Closed / Cases Open
How “engaged” are our customers with AIESEC?
Response Rate
How good are we at creating powerful
experiences?
% of Promoters
Using the Scores
50 is our standard Cultural differences have a lot of influence
The score of our country partners affects us
Comparing entities NPS is wrongGoal set based on the evolution of NPS
Let’s Practice
• Collect data for every program (oGCDP, iGCDP, oGIP, iGIP, TMP, TLP) during Nov-Jun• NPS Score • % Promoters• % Response RateFor each status (Complete, Matched, Realized)
Put all data to NPS tracking tool
Filter → Experience Date Filter → Survey Date
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
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
Processes and activities we make to ensure the promise is delivered!
Pick-up
EP preparation
Education
Induction to AIESEC
Re-integration
Visa support
Transition
Personal goal setting
Etc…
Product packaging
NPS on Completed
NPS on Matched and Realized
Did we deliver the promise?
Are our operations helping us to deliver the promise?
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
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 6 months and weekly progress check
Using the Scores
50 is our standard Cultural differences have a lot of influence
The score of our country partners affects us
Comparing entities NPS is wrongGoal set based on the evolution of NPS
Let’s Practice