Virtual Education
Objectives • Understand the benefits of using NPS • Get familiar with the features – Responses – Self-Select Issues – Admin
• Understand how we can utilize the feedback
What is NPS? • Feedback system • A way to measure customer satisfaction
How likely are you to recommend our program to a friend or colleague?
Benefits of Using NPS MEASURE QUALITY: - Identify EPs who are dissatisfied and why - Learn more about your promoters
UNDERSTAND CUSTOMER: - Identify EP expectations - Identify reasons for dissatisfaction
IMPROVE COMMUNICATION: - Get a chance to react and improve the situation of unhappy EPs
CREATE STRATEGIES: - Identify areas of improvement
Features in Customer Gauge • Reports – NPS – Responses – Self-Select Issues – Responses Summary (Comments)
• Fire Fighting • Customer
Login:
https://www.cg-express.com/an/login.php Username: AIESEC US E-Mail address Password: aiesec[lcname]123, eg. aiesecmichigan123
Reports: Net Promoter Score
• Set “Date Range” • Select “Advanced Option” • Select “Program Code” and further options
Receive information about: • Overall NPS development • Responses divided in Promoters/ Passives/Detractors • NPS average for each month
Export data to Excel
NPS 1 = NPS average
Reports: Responses
Reports: Self Select Issues
Level 1 = Self Select General Issues
Level 2 = Self Select Specific Issues
Reports: Responses Summary
Fire Fighting
Fire Fighting: Open Cases
Click on blue number to open all open cases
How to: Fire Fighting (Problem Solving)
Check task details Contact EP/EP Manager Change status to “in progress” Contact the responsible TN Manager Try to react as prompt as possible Solve the issue and send follow-up-mail to EP • Change status to “closed” • CC ogx.nps.manager@aiesecus.org in mails or contact if you have questions • • • • • •
Customer: Export Responses
Use XLSX to create Excel file containing this EP information: - Name - E-Mail - Program - Status - Home/Host Country & LC - Score - Self Select Issues - Comments
Email & Surveys: Survey Review
Review the survey questions for GIP and GCDP
How to: Utilize Feedback MARKETING - Contact Promoters and showcase their stories - Use quotes
MOTIVATION - Use feedback of Promoters as motivation and proof of the impact you have - Include your team in analyzing the feedback - Showcase stories during LCM
How to: Utilize Feedback MEASURE OF SUCCESS - High response rate and NPS as measure of success - Follow Up Rate as measure of success - Educate EPs and members about NPS and the score system
PROCESS IMPROVEMENT/ OPTIMIZATION - Identify areas for improvement by using feedback from Promoters and Passives - Contact EPs who have/had problems - Identify EPs that should attend an RIS (Quality EPs should have a personal - Open a Customer Relationship Management Position - Educate members - Select LCs with good NPS for cooperation
Analyze Data 1. CustomerGauge • See comments • See self-select issues • See response rate 2. Talk to EPs / Team members and team leaders
Draw conclusio ns 1. Which value proposition needs to be strengthened? 2. What are the customer concerns? 3. How to solve / address customer concerns? 4. What will I focus on?
Create goals and plans! 1. Set goals (% promoters) 2. Create an enhanced product 3. Set checkpoints to track progress 4. Review your products at least twice a year
Improve NPS Score (Quality) & the Reply Rate
Questions?
Have fun using NPS! &