understanding nps
DESCRIPTION
TRANSCRIPT
Net Promoter Score
Time to take Charge
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Surveys are sent in 3 phases to
every customer:
-Matched: For all the EPs currently matched on the system.-Realized: For EPs who are realized. This is sent while the EP is still doing the internship.-Completed: For EPs who have completed their internships
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USING NPS
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1. Home Page2. NPS3. Responses4. Comment Summary 5. Task Details6. Export Data
Net Promoter Score
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Inferences on responses
Inferences on overall NPS
Inferences on different parameters
Home Page
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•
• Options to analyze Data
• Comments made by • a EP or a Member.
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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.
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Responses
Responses after 2nd email
Responses after 1st email
An individual received as NPS survey. He/she also is sent a reminder mail. Hence in total, there are 6 NPS mails.
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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 process improvement and product innovation.
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Self-Select Issues
Select to understand the positives and negatives of the programme
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 are general
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Level 2 Issues are more specific.
Level 2: Issues
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IMPLEMENTING
NPS
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Net Promoter
Score
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Net Promoter Score
•Measure of Success•Reporting•Incentives•Education & Training
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Increasing Response
Rates
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Increasing Response
Rates•Promotions & Education for E.Ps/ Members.•Incentives•Follow-up
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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
Customer Experience
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Self-Select Issues
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Self-Select Issues
Vice President’s Role: The Executives
Creating/Improving :
Strategies/Processes.
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Self-Select Issues
Team Leader’s Role: The Managers
Improving/Implementing :
Strategies/ Processes
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Self-Select Issues
Team Member’s Role: The Front Desk
Implementing :
Strategies/ Processes
Quality Planning Process
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• “The project I was working with didn't follow any of the topics of the contract. They as well earn money out of our work. The project always talked about creating an impact on the society but actually I didn't give any lessons to people that really needed them, that couldn't afford an english course. Also they give contradictory advertisement, making us part of the add campaigns. After this experience I don't believe I created an impact on the society, and I didn't had the time (because all of the hours I had to work) to know about the culture or to travel around Brazil. ”
Lucia Salamanca
• “job-description: in most of the cases in Padang Indonesia the job description differed extremely from the activities that should be done! For example: intern who wanted to teach french should now teach german and english. Or like in my case: i only signed up for english but than i should also teach german. other interns should also take part in complete other projects that had nothing to do with their actual internship. ”
Regine Mueller
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Analyze Data
Draw conclusi
ons
Create goals and
plans!1. CustomerGauge
• See comments• See self-select
issues
2. Talk to EPs / Team members and team leaders
3. Talk to Partners and TN takers
1. Which value proposition needs to be strengthened?
2. What are the customer concerns?
3. How to solve / address customer concerns?
4. What will I focus on?
1. Set goals (% promoters)
2. Create an enhanced product
3. Set checkpoints to track progress
4. Review your products at least twice a year
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• Personal development• Opportunity to create positive societal
impact* (GCDP)• Cross-cultural understanding &
awareness• AIESEC’ support during the experience
What to improve?
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Product Development & Process Improvement
Structures Procedures
Communication Policies
Initiatives
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New JDs / Project focus
Enhance partners role in the internship
Cultural involvement for interns
TMP/TLP on exchange inducting
& managing EPs(GCDP)
Enhance interns professional
development (GIP)
What actions can be taken?
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Fire fighting
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Follo
w-u
p Re
ques
ted
Open Case In Progress
Close CaseFast and Effective problem solving
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Fire Fightin
gNPS 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
Click here to open
Task Details
EP Information
Flow for Fire Fighting
Change the Status to Closed
Solve the Issue & send a follow-up mail to the EP
Respond and React Fast
Change the status to in-progress
Contact the EP/Member
Check Task Details
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• The mails sent to the EP to set the case in - progress and close status are to be CCed the NCB. [email protected]
• The ideal time to solve a problem is 3 days.
Upper Limit is 1 week.• If the E.P doesn’t reply within 1 week. You can
close the case after notifying them about the same.
• Respond to every problem within 36 hours.
Pointers for Fire Fighting
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•The NPS is viewed by the MCPs, International AIESEC entities and National Control Board Regularly.•Never force any member/EP to fill false NPS. Any such revelations could lead to strong action being taken by NCB.•The Measure of Success Delivery is a) Net Promoter Score b) %Promoters c) Response Rate d) % of Cases in progress and closed.•If you have any queries please write at [email protected]/[email protected]
General Pointers
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Time to take Charge2013
NPS: 80 responses:
80