Processes Driving Quality and Quantity

Net Promoter Score

Processes Driving Quality and Quantity

Processes Driving Quality and Quantity

WHAT IS NPS?

Processes Driving Quality and Quantity

Processes Driving Quality and Quantity

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

Processes Driving Quality and Quantity

WHY NPS?

Processes Driving Quality and Quantity

USING CUSTOMER GAUGE

Processes Driving Quality and Quantity

1. Home Page

2. NPS

3. Responses

4. Responses Summary

5. Task Details

6. Export Data

Net Promoter Score

Processes Driving Quality and Quantity

Inferences on responses

Inferences on overall NPS

Inferences on different parameters

Home Page

Processes Driving Quality and Quantity

•

• Options to analyze Data

• Comments made by

• a EP or a Member.

Processes Driving Quality and Quantity

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.

Processes Driving Quality and Quantity

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.

Processes Driving Quality and Quantity

Response Summary

Processes Driving Quality and Quantity

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?

Processes Driving Quality and Quantity

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.

Processes Driving Quality and Quantity

Self-Select IssuesUse Experience Date

TN ID/Company/Project Details

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 Respondents

Percentage of Respondents

General Issues

Processes Driving Quality and Quantity

Level 2 Issues are more specific.

Level 2: Issues

Processes Driving Quality and Quantity

Waterfall report

Processes Driving Quality and Quantity

An important tool which you need to explore and understand to you, is using the Waterfall report in Customer Gauge System

. It's a simple tool to identify the impact of every single issue in detractor, passive, and promoter affecting the NPS score.

As a quick summary of how to set your NPS goal, here are the simple steps:

1.Define your Top Detractors Issues and choose top 5

2.Classify your detractor Issue which you will be focusing to solve by 2014

3.Set yearly NPS goal for 2014 based on the one detractor issue your entity will be focusing to solve in 2014.

Processes Driving Quality and Quantity

Fire fighting

Time to take Charge

Processes Driving Quality and Quantity

Fast and Effective problem solving

Time to take Charge

Fire Fighting

NPS 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

Processes Driving Quality and Quantity

Click here to open

Task Details

Processes Driving Quality and Quantity

EP Information

Processes Driving Quality and Quantity

support.aiesec.in

Processes Driving Quality and Quantity

Tracking User Activity

Processes Driving Quality and Quantity

Quality Planning Process

Processes Driving Quality and Quantity

• The mails sent to the EP to set the case in -progress and close status are to be CCed the NCB. ncb.aiesecindia@gmail.com

• 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

Processes Driving Quality and Quantity

•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 adhiraj.singh@aiesec.net/dhruv.gupta@aiesec.net

General Pointers

Processes Driving Quality and Quantity

CUSTOMER EXPERIENCE MANAGEMENT

Processes Driving Quality and Quantity

Time to take Charge

NPS: 80 responses:80