CEM& NPS
Content
CEMNPS implementation timeline
Questions to MCe
What is CEM?
How wouldYou describe theLevel of CEM in AIESEC?
What international Strategies and tool are introduced to support CEM?
What is NPS?
And how NPS implementation will affect work of AIESEC?
implementation of NPS,
Globally and in Spain
• Concept of NPS explored
• Decision to pilot it internally on their own
• Internal pilot with 19 entities
• 18.000 participants emails
• Presented at IPM 2012, Hungary
Oct – Dec / 2011 Jan – Feb / 2012
• Signed a contract for a pilot with CustomerGague
• 11 participating entities
• 30000+ participants to be emailed
• Using a new IT system
• Evaluation of the pilot
• Presenting updates & report to the Global plenary at IC Russia
• Defining the Implementation plan
IPM - May / 2012 Until IC / 2012
• 2nd pilots• Education of
entities• Negotiation with
vendor
• NPS access to all countries
• Education/ CEM challenge
IC 2012 - IPM IPM
AiS creating its own GCP
• Signed agreement with Customer Gauge• Pilots are run across the network
AI announce NPS implementation
SEPTEMBERdesicion to implement
NPS on our own
SEPTEMBERLCP + OGX session in
Kick Off “What is NPS”
NOVEMBEREducation in LEX ->
OCTOBERdesicion to implement
NPS on our own TM + OGX
DECEMBER/JANUARYDevelopment of pilots
MARCHResults
presented in Jump In
Results
TMPTLP
GIP EP MaGIP EP ReCIP EP Completed
GCDP EP MaGCDP EP ReGCDP EP Completed
Format of survey was based on AI Pilot surveys
So... What are
the results...detailed results
TMP
185 surveys sent 71 answers
38%answered
10 detractors – 14,09%
16 promoters- 22,53%
Answered 0-6
Answered 9-10
NPS=8.4
Main points for improvement• Planning preparations, Implement deadlines.• Improve the commitment in members• More cooperations between committees• Team building. Team working. Keep improving the
organizational learning• NST has to work in order that keep the LCs closer touch with the
MC• Global Network• Education trainings• Take care of the development of potencial in each member
TLP
90 surveys sent 75 answers
83%answered
10 detractors = 13.7%30 promoters=41.1%
Answered 0-6
Answered 9-10
NPS=27.4
Improvements points• Activities which develop an entrepreneurial and
responsible attitude towards being a better leader: 42
• Practical hard and soft skills development: 38
• Personal and professional development:30
• A practical team leader or executive leadership body experience: 29
• Access to a global network:21
oGIP
3 answersMa
1 detractor 1 promoter
Answered 0-6
Answered 9-10
NPS=0
Information provided about the GIP programme: 0Selection process: 2Induction to AIESEC: 0Matching support: 1Communication effectivity during acceptance procedure: 1 Visa documents and information
Areas of improvement
16 answersRe
2 detractors 10 promoters
Answered 0-6
Answered 9-10
NPS=50
Cultural preparation: 9%Integration by the hosting LC: 32%Logistical support 27%Job description clarity and alignment 32%
Areas of improvement
3 answersCompleted
2 detractors 0 promoters
Answered 0-6
Answered 9-10
NPS=- 33.3
Professional working environment: 2Professional development:1Support by the home entity during the experience: 1Re- integration by the home entity upon return:2
Areas of improvement
oGCDP
MA
Responses2 sent/
1 answer1 passive
RE
Responses17 sent/
3 answers
2 promoters1 passive
Completed
Responses18 sent/1 answer
1 promoter
Results SummaryOveral NPS
31.2
APRILEducation about CEM
APRIL3 month of work
not relevant->
Sad Story
Current StateLCMC
LC Level
LCs know what is NPSExpect that till September we continue manual pilotsKnow Results
X
X
X
MC Level
We have access to platform but right now we have SuperAdmin rightsHaven’t checked results
X
X
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