Quality Suggestion For OGCDP

Data from NPS 2012/07/01 – 2013/03/03

GRAPHIC ANALYSIS

NPS Based on Countries

BRAZILCHINA, MAINLA

ND

CZECH REPUBLI

CEGYPT

HUNGARY

INDIA ITALY MEXICO PERU POLANDRUSSIAN FEDERAT

IONTURKEY UKRAINE

URUGUAY

Response 83 1 1 6 2 2 2 4 2 9 14 3 1 2

Com&Re NPS 46 100 -100 50 100 0 50 50 100 67 73 33 100 50

83 1 1 6 2 2 2 4 2 9 14 3 1 2

46

100

-100

50

100

0

50 50

100

67 73

33

100

50

0

5

10

15

20

25

30

-150

-100

-50

0

50

100

150

Response Com&Re NPS

BRAZILCHINA, MAINLA

ND

CZECH REPUBLI

CEGYPT

HUNGARY

INDIA ITALY MEXICO PERU POLANDRUSSIAN FEDERAT

IONTURKEY UKRAINE

URUGUAY

Response 83 1 1 6 2 2 2 4 2 9 14 3 1 2

Com&Re NPS 46 100 -100 50 100 0 50 50 100 67 73 33 100 50

83 1 1 6 2 2 2 4 2 9 14 3 1 2

46

100

-100

50

100

0

50 50

100

67 73

33

100

50

0

5

10

15

20

25

30

-150

-100

-50

0

50

100

150

Response Com&Re NPS

NPS Based on CountriesConclusion 1

• Main TN Providers• Brazil, Russia, Poland, Egypt

Conclusion 2• Satisfaction between main Providers

• Russia > Poland > Egypt > Brazil

Conclusion 1

• Main TN Providers

– Brazil, Russia, Poland, Egypt

Conclusion 2

• Satisfaction between main Providers

– Russia > Poland > Egypt > Brazil

Conclusion 3

• Generally, the satisfaction rate of the EPs are good.

NPS Based on Countries

ISSUES AND COMMENTS ANALYSIS

Detractor Issues Level 1

Detractor Issues Level 2

Promoter Issues Level 1

Promoter Issues Level 2

8%

8%

6%

6%

5%

5%

5%5%5%

47%

% within PromoterCross-cultural working experience

Living diverse cultures and having a multi-cultural experienceAwareness about local culture

Personal development plan

Personal goal setting

Integration into the local culture

Visible impact of the role/responsibility

Cultural preparation meeting or event

Visible impact of the project/organization

Others 29 issues

Comment sum up• Generally, the GCDP experience is good due to the culture aspects and personal learning.

– For example the experience in Brazil, though in the comments are almost all complaints about the LC, most

of the EPs liked the culture difference and the learning due to that.

– Also, there are a lot of good comments recommend the experience as a life changing experience due to the

personal learning in different cultures, meeting new people and the independent living experience. And a

few of the EPs are also saying the projects’ impact but this is a very small amount in the response.

• The EPs are almost all complains about Job description problem, logistics or Communications

– JD misalignments among hosting entities, EPs and even the TN taker. Some of the JDs don’t even exists.

– Logistic: accommodation is the main issue. Lots of complaints are saying that there is no clear alignment

with the accommodation.

– Communications problems: Not fast responding for the request, especially with the problem solving

• If the LC do involve the EPs into LC activities, EPs‘ satisfaction will be much better

– For some of the winter realization, EPs were saying that they don’t know anything about the LC or local

culture because people are in vacation.

• Expectation v.s. Reality problem.

– There is a lot of complains are saying LCs only cares about quantity and not taking care about the quality.

– EPs were expecting to get an impactful experience, but some of them felt that the GCDP was like a tourist

experience due to the lack of JD and lack of proper arrangement.

– Also because there is no strong support from the hosting entities, it is a bit difficult for EPs to

adjust to the culture reality

Conclusion 4

• Logistic and lack of interaction or support from the

LC are the top Issues and the main complaints

Conclusion 5

• Culture experience is one of the very key to the

satisfaction.

Conclusion 6

• Strong culture and even internship preparation are

needed.

Based on Issues

• Generally, the satisfaction towards GCDP is good. The

oversea volunteering experience is having a good impact on

the EPs no mater what country it is.

• The satisfaction of GCDP now is coming from culture

experience. Even EPs are super not satisfied with the LC

service, due to the culture aspect, the NPS is OK.

• The LC service now can be consider as the bottleneck for

improving the GCDP experience quality.

General Conclusion

Suggestion 1 Strong alignment with the country partners

• Especially in the logistic support. And suggest the LCs to establish LC-LC partnership to ensure this kind of logistic support.

Suggestion 2 Culture preparation strengthen

• To focus more on introducing the real realities of the internship, the city and the culture not just talking in a general way. If it is possible to make the hosting entities to give a concrete and complete induction before realization. (video conference etc.)

Suggestion 3 Expectation Setting

• Though this would be the last option to do, is to lower the expectations of the EPs and make them prepare for all kinds of possible quality issue.

Suggestion 4 Strengthen the usage of quality reporting tools

• Make sure the EPs now when they have problems who and where to turn to.

General Suggestions