understanding nps

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Net Promoter Score Time to take Char

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Page 1: Understanding nps

Net Promoter Score

Time to take Charge

Page 2: Understanding nps

Time to take Charge

Page 3: Understanding nps

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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Page 4: Understanding nps

USING NPS

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Page 5: Understanding nps

1. Home Page2. NPS3. Responses4. Comment Summary 5. Task Details6. Export Data

Net Promoter Score

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Page 6: Understanding nps

Inferences on responses

Inferences on overall NPS

Inferences on different parameters

Home Page

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Page 7: Understanding nps

• Options to analyze Data

• Comments made by • a EP or a Member.

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Page 8: Understanding nps

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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Page 9: Understanding nps

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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Page 10: Understanding nps

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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Page 13: Understanding nps

IMPLEMENTING

NPS

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Page 14: Understanding nps

Net Promoter

Score

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Net Promoter Score

•Measure of Success•Reporting•Incentives•Education & Training

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Page 16: Understanding nps

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

Page 19: Understanding nps

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

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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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Page 26: Understanding nps

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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Page 27: Understanding nps

• 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

Page 32: Understanding nps

Click here to open

Task Details

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EP Information

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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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Page 35: Understanding nps

• 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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Page 36: Understanding nps

•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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Page 37: Understanding nps

Time to take Charge2013

NPS: 80 responses:

80