Standards & Satisfaction AIESEC International 14.15
STANDARDS & SATISFACTION PROJECT/SUBTEAM BOTTOMLINE This AI project is an organizational MoS itself. The relevance of having it as a team priority is to ensure that the organization is growing in a sustainable way, ensuring the right expectations among our exchange participants and striving for a higher satisfaction in the leadership development in every experience
PEOPLE INVOLVED Ana Maria Saldarriaga Gomez. AI VP Responsible for S&S. Juan Carlos Fayad. GST Team Leader S&S Joao Tonon. GST S&S for IGN. Aafke Diepeveen. GST S&S for WENA. Anca Iordăchescu. GST S&S for MENA. lorna kanyuga. GST S&S for AFRICA. Svitlana Udovenko. GST S&S for CEE. Anastasiia Isakii. GST S&S for AP. AIESEC International Q4 2014 Report
OUTCOMES Q4 MILESTONES CHECK Standards & Satisfaction TN Form changes for expectations setting
Evolution of ICB Role for prevention and faster reaction
Implementation of ECBs
Zendesk for more proessional FireFighting
Entity Audit Process
NPS Survey Adjustment
Monthly NPS Goal
S&S GST for global education
MAIN KPIs MONITORING
KPI Name
GOAL
ACHIEVED (Oct + Nov)
% Standards Fullfillment
100%
TBD
Net Promoter Score
48
43
% Promoters
65%
59%
% Detractors
15%
16%
% Response Rate
40%
22%
AIESEC International Q3 2014 Report
Zendesk for ICB -Statistics December 2014
Nps goal planned
AIESEC International Q3 2014 Report
NPS Goal Achievement
44
45
51
31
47
N/A
34
39
46
44
47
N/A
NPS GIP First Semester: 44 NPS GCDP First Semester: 42 AIESEC International Q3 2014 Report
GIP Analysis
GIP Total Responses 800 700
641
671
RESPONSES
600
442
500 400 300 200
64
100 0 Detractors Passives Promoters
17 jul-‐14 100 156 385
aug-‐14 91 184 396
sep-‐14 54 110 278
oct-‐14 15 14 35
nov-‐14 2 5 10
GIP OCTOBER Responses Analysis Promoter Issues CommunicaEon effecEvity during acceptance procedure
55
InformaEon provided about the GIP programme
51
Matching support
44
Detractor Issues
AIESEC International Q3 2014 Report
Count
Count
LogisEcal support
34
Visa documents and informaEon
33
CommunicaEon effecEvity during acceptance procedure
27
GIP NOVEMBER Responses Analysis Promoter  Issues
Count
Information provided about the GIP programme The selection process
9
Communication effectivity during acceptance procedure
9
Detractor  Issues
AIESEC International Q3 2014 Report
10
Count
Matching support
8
Visa documents and information
7
Information provided about the GIP programme
5
GCDP Analysis
GCDP Total Responses 5000 4500
641
671
4000 RESPONSES
3500 3000 2500 2000
442
1500 1000
64
500 0 Detractors Passives Promoters
jul-‐14 827 1403 2390
aug-‐14 738 1201 2439
sep-‐14 224 418 954
oct-‐14 53 99 215
45 nov-‐14 7 10 28
GCDP OCTOBER Responses Analysis Promoter  Issues Communication effectivity during acceptance procedure
81
Information provided about the GCDP programme
74
Matching support
65
Detractor  Issues
AIESEC International Q3 2014 Report
Count
Count
Visa documents and information
26
Matching support
25
Communication effectivity during acceptance procedure
23
GCDP NOVEMBER Responses Analysis Promoter Issues Communication effectivity during acceptance procedure
223
Personal Development due to this experience
198
Cross-cultural understanding & awareness
193
Detractor Issues AIESEC’ support during the experience
AIESEC International Q3 2014 Report
Count
Count 122
Communication effectivity during acceptance procedure
96
Visa documents and information
84