ncb august report
DESCRIPTION
TRANSCRIPT
This is a report made by the National Control Board regarding all work delivered on the month stated above. In this report for AIESEC in Poland, you will
find:
- Number of cases opened and closed through NPS contact
- Number of cases opened and closed through e-mail
- NPS analysis for all areas with recommendations
- Jobs delivered
NUMBER OF CASES OPENED AND CLOSED THROUGH NPS CONTACT
On August, the NCB team sent e-mail to all detractors on the Customer Gauge totaling an amount of 24 exchange participants or trainees. The team
received 3 responses and the feedback was sent to the respective LCs.Here is a copy of the tracking tool used by the team.
Month CG ID E-mail Score Responsible Problem Area First E-
mail Got
response? LC Feedback Status
AUGUST
42266732 [email protected] 5 Rafa GCDP ICX Sent
Open
42287786 [email protected] 5 Rafa GCDP OGX Sent Yes Sent Closed
42288470 [email protected] 5 Rafa GCDP OGX Sent
Open
42289903 [email protected] 1 Rafa GCDP ICX Sent
Open
42289964 [email protected] 5 Rafa GCDP OGX Sent
Open
42287044 [email protected] 6 Rafa GIP OGX Sent
Open
42286307 [email protected] 6 Rafa GIP OGX Sent
Open
42270351 [email protected] 3 Rafa GCDP ICX Sent Yes Sent Closed
42280272 [email protected] 3 Rafa GCDP OGX Sent
Open
42280274 [email protected] 4 Rafa GCDP OGX Sent
Open
42287544 [email protected] 5 Rafa GCDP OGX Sent
Open
42287425 [email protected] 3 Rafa GCDP OGX Sent
Open
42286961 [email protected] 6 Rafa GCDP OGX Sent
Open
42285563 [email protected] 6 Rafa GCDP OGX Sent
Open
42286972 [email protected] 3 Rafa GCDP OGX Sent
Open
42285622 [email protected] 1 Rafa GIP OGX Sent
Open
42279557 [email protected] 4 Ania GCDP OGX Sent
Open
42287573 [email protected] 6 Ania GCDP ICX Sent
Open
42290711 [email protected] 6 Ania GCDP OGX Sent
Open
42289749 [email protected] 6 Marjana GCDP ICX Sent
Open
42292960 [email protected] 6 Marjana GCDP OGX Sent
Open
42293008 [email protected] 2 Marjana GIP OGX Sent
Open
42288930 [email protected] 6 Marjana GCDP OGX Sent
Open
42290317 [email protected] 4 Marjana GCDP OGX Sent
Open
We got positive feedback on the responses from our all of our customers saying that they appreciated the contact we did in order to improve our service.
NUMBER OF CASES OPENED AND CLOSED THROUGH E-MAIL
During this month, the NCB was contacted just once. Here is the case.
Month Contact Name Role Country/LC E-mail NCB Complain To dos Case Closed
AUGUST Nino Kokashvili LCVP OGX
Georgia [email protected] Rafa
He wanted to break a match and then didn't want it anymore. EP is
going to Katowice.
Just wait if they need
anything else YES
NPS ANALYSIS FOR ALL AREAS WITH RECOMMENDATIONS
During the month of August, AIESEC in Poland had 272 answers¹ on NPS being:
110 GCDP ICX
121 GCDP OGX
9 GIP ICX
32 GIP OGX
¹ For this analysis we considered answers that had a scored marked on the Customer Gauge system. There were responses that we just had the system number of the person, with no score or comments.
Our score overall was 7,9 which each area had:
8,5 GCDP ICX
7,5 GCDP OGX
7,8 GIP ICX
8 GIP OGX
In this report pack you’ll find the files with recommendations for each exchange area with points that can be worked on based on customers feedback.
JOBS DELIVERED
All files will be uploaded as soon as possible on out NCB wiki on myaiesec.net.
The materials we worked on are:
- Content for the network about Customer Centricity
- XPP FAQ
- Evaluation for ICX
- Solving problems guide
If any doubts or suggestions about this report, please contact us.
Rafaela Cruz Bórtoli
Chair
Marjana Meykiv Filip Szymkowiak Anna Bembenik
Customer Orientation Manager Consultancy Manager Case Solving Manager