Customer Experience Standards Fulfilment
Guidelines on how to increase the response rate of Complete Survey
Content
- Survey Response Rate - OGX & ICX - Our Responsibility - Tips For a Better Standards Fulfilment
Survey Response Rate In the efforts of our organization striving to be more customer-centric and more leadership-oriented, the MoS for exchange performance has shifted from REALIZED to COMPLETED. From now on, it’s only when the EP fills the final survey on YOP, after their experience finishes, that it will be counted as a fulfilled AIESEC Experience.
This shift, that is necessary for our organization, will require a change management strategy, several decisions to be made and some guidelines to improve the Leadership Development experiences.
Our Responsibility
Our responsibility is to guarantee all the quality Standards are delivered, but also to make sure that every customer fills the Survey once they’re back home. That is after all the only way for us to evaluate the entire EP experience.
Therefore, both the OGX of the Sending Entity (SE) and the ICX of the Host Entity (HE) need to collaborate in order to reach this goal. Each of them should take measures that will prevent every EP from leaving us without taking the final survey.
OUTGOING EXCHANGE
OPS: ✓ Expectation setting: the whole AIESEC Journey From the YOP sign-up to the Complete Survey. ✓ Explain the Standards and their importance, and how to fill the survey.
✓ Constant communication and check-ups on the EPs ✓ RIS: Emphasize on the importance of their re-integration.
INCOMING EXCHANGE
The EP fills the Complete Survey IPS:
✓ Expectation setting: the whole AIESEC Journey From the YOP sign-up to the Complete Survey. ✓ Explain the standards and their importance, and how to fill the survey. ✓ Constant communication and check-ups on the EPs ✓ Remind them about the certificate they’ll get after filling the survey.
Tips For a Better Standards Fulfilment Make sure your all EPs are aware and acknowledge the Exchange Standards after the IPS & OPS. Fill the Exchange Standards’ Tracker to check the overall experience of your EPs. Track your EPs before/during/after their experience and remind them to fill the Complete Survey after the end of their internship. Organize the debriefing spaces for your EPs during the RIS and collect the outputs to improve the quality of exchange.
Contact
Maria BOUZEGHOUB MCVP Project & Operations Management maria.bouzeghoub@aiesec.net
mc.algeria@aiesec.net