Member Satisfaction survey report 1516 TM AIESEC Singapore
Member Satisfaction survey Duration: 17th November 2015 - 7th December 2015
Purpose : To access member satisfaction and member experience in AIESEC Singapore
Preparation Process Chats with LCVP TMs How shall we collect inputs? When should we carry out the survey?
Survey with all talent management members in AIESEC Singapore
Survey formulation 10 questions
what questions or topics should be included?
goal achievement
How would you track implementation?
aiesec experience (Support & opportunities)
what would be the ideal length for the survey?
Implementation
learning experience (leadership, knowledge) nps score
Lcs with successful implementation asked tm members to track implementation ,or combined it with their membership return survey
Net Promoter score (NPS) 14/15
15/16
LC
0.03%
51.6%
NUS NTU SIM SMU
Response Rate
14/15
15/16
-
6.10 NPS Score
Breakdown : Promoters : 29.6% Detractors : 24% Passive : 46.90%
Response Rate 68.65% 31.6% 88.2% 10.3%
NPS -4.35 21.05 6.67 1%
16%
21%
21%
8%
10%
8%
68%
TMP
4%2%
TLP
EB
oGCDP oGIP Fin
15% 23% TM iGCDP ER
iGIP BM LCP
Reasons behind the nps Why members will promote the AIESEC experience • • • • • •
AIESEC is a place that provides personal growth and development AIESEC really provides a platform with many leadership opportunities A good place to experience new things Allows us to develop global mindset and bring awareness to global issues A great place to grow our potential and make new friends Allows people to expand their world view
Why members will NOT promote the AIESEC experience • • • • •
Lack of formal structures in place full of jargon that takes time to explain lack of consistency especially with different people in leadership positions every term inefficient work processes requires a lot of commitment
Interesting fact
93.9%
of the members have actually promoted AIESEC to others in the past year
goal achievement Personal goal achievement %
17%
From the survey results‌
2%1%2%3%3%
Majority of the members did not achieve their personal goals, and were in the 60-80% goal achievement range.
16%
This shows that more might need to be done in terms of follow-up of the goals, and that help needs to be provided in terms of strategies and resources/opportunities to help them achieve their goals.
5% 23%
12% 14%
0% 50% 100%
10% 60%
20% 70%
30% 80%
40% 90%
AIESEC Experience Openness of the environment Interest in taking up more roles
Support from direct team Leader
AIESEC Experience
Access to resources Support from fellow team mates Opportunities available Sense of belonging to AIESEC Singapore
Affects
AIESEC Experience From the survey results‌
Openness of the environment Support from direct Team Leader (TL) Access to resources Support from fellow team mates Opportunities available Sense of belonging to AIESEC Singapore
Majority of the members feel that AIESEC is a place where their ideas are taken into consideration, they have direct support from their TL and team mates during their TXP, the right access to resource, opportunities available for them to challenge and develop themselves, and most members do feel a sense of belonging to AIESEC Singapore. This resulted in 57.14% of the surveyed membership indicating that they are interested to take up more roles and responsibilities in AIESEC Singapore. Even though the results were mostly positive with more than 70% of the members giving a score of 4/6 and above for each element, the 3 areas that can further be improved on would be support from direct TL, access to resources and sense of belonging to AIESEC Singapore, with only around 50% of the member giving it a score of 5 or more.
learning Experience leadership
learning Experience
soft skills AIESEC knowledge
learning Experience From the survey results‌
leadership
Only 20% of the members gave a 9 or 10 score (over 10) when it came to their learnings about leadership. Half of these people were EBs. Majority of the members scored this in the 5-8 range.
soft skills
For soft skills & AIESEC Knowledge, 26.5% (Soft skills) and 27.6% (AIESEC Knowledge) of the members gave a 9 or 10 score (over 10). Majority of the members were in the 5-8 range also, and these members were mostly TMP as members in the EB & TLP gave a higher score.
AIESEC knowledge
In Summary, these results showed that the current AIESEC Experience may not be providing enough learnings in terms of leadership for the TMP programme. More can also be improved on for the soft skills and AIESEC Knowledge component.
How can we improve the AIESEC Experience? This question was asked to members, and responses mainly were in the following few categories:
More inter-department networking & Learning More transparent communication
provide more international conferences opportunities professional trainings
more opportunities to interact with other lcs how to do proposals and events
more structure for education (Eg. resource hubs)
Improvements to be made
• MC & LCVPTMs can use the outputs of the survey to gain more insights on our member’s needs.
• These would be taken as inputs for further strategy formulation (For MC Project to improve on member’s experience) • Improvements to be made to the survey – Include Outer Journey elements to better understand what needs to be worked on – Include LDM (Leadership Development Model) elements to understand member’s perception of their own LDM development
Thank you for reading! By Yun Wei If you have any questions, please feel free to approach me at yunwei.lim@aiesec.net
Appendix A - NPS Score #
#Responses
% (#/Total)
0
0
0%
1
0
0%
2
3
3.10%
3
5
5.10%
4
5
5.10%
5
4
4.10%
6
6
6.10%
7
22
22.40%
8
24
24.50%
9
14
14.30%
10
15
15.30%
Breakdown : Promoters : 29.6% Detractors : 24% Passive : 46.90%
NPS : 6.10
Appendix B - Respondence Profile LC
#Responses
NUS NTU SIM SMU Total
46 19 3 30 98
% (Lc/Total Responses) 46.90% 19.40% 31.10% 30.60% -
Role
#Responses
% (#/Total)
TMP TLP LC EB
67 10 21
68.40% 10.20% 21.40%
% (#/ Function #Responses Total) oGCDP
21
21.40%
oGIP
8
8.20%
iGIP
23
23.50%
iGCDP
8
8.20%
TM
15
15.30%
BM
16
16.30%
FIN
4
4.10%
ER
1
1.00%
LCP
2
2.00%
Appendix C - Goal Achievement #
#Responses
% (#/Total)
0
2
2%
1
3
3.10%
2
3
3.10%
3
16
16.30%
4
5
5.10%
5
12
12.20%
6
14
14.30%
7
23
23.50%
8
17
17.30%
9
2
2.00%
10
1
1.00%
Appendix D - AIESEC EXP Support from #Responses team mates
Openness
#Responses
% (#/Total)
0
1
1.00%
0
0
0%
0
0
0%
1
2
2.00%
1
1
1.00%
1
0
0%
2
6
6.10%
2
5
5.10%
2
7
7.10%
3
16
16.30%
3
10
10.20%
3
8
8.20%
4
24
24.50%
4
19
19.40%
4
19
19.40%
5
30
30.60%
5
30
30.60%
5
33
33.70%
6
19
19.40%
6
33
33.70%
6
31
31.60%
#Responses
% (#/Total)
Support from #Responses direct TLP 0 1 2 3 4
1 3 1 16 25
% (#/Total)
Opportunities #Responses
% (#/Total)
% (#/Total)
Resources
#Responses
% (#/Total)
Sense of belonging
1.00%
0
1
1.00%
0
0
0%
3.10%
1
2
2.00%
1
3
3.10%
1.00%
2
6
6.10%
2
6
6.10%
16.30%
3
18
18.40%
3
15
15.30%
25.50%
4
23
23.50%
4
28
28.60%
28
28.60%
5
34
34.70%
20
20.40%
6
12
12.20%
5
29
29.60%
5
6
23
23.50%
6
Appendix E - Learning EXP Leadership
#
1 2 3 4 5 6 7 8 9 10
0 5 7 7 5 14 17 23 11 9
% (#/ Total) 0% 5.10% 7.10% 7.10% 5.10% 14.30% 17.30% 23.50% 11.20% 9.20%
Soft skills
#
1 2 3 4 5 6 7 8 9 10
0 2 7 9 3 8 14 29 17 9
% (#/ Total) 0% 2.00% 7.10% 9.20% 3.10% 8.20% 14.30% 29.60% 17.30% 9.20%
AIESEC Knowledge
#
1 2 3 4 5 6 7 8 9 10
0 2 5 8 5 12 14 25 18 9
% (#/ Total) 0% 2.00% 5.10% 8.20% 5.10% 12.20% 14.30% 25.50% 18.40% 9.20%
Appendix F - Others Interest in taking up more roles Yes Maybe No
#Responses
% (#/Total)
56 18 24
57.14% 18.30% 24.50%
Challenging #Responses Role No 37 Yes 61
% (#/Total) 37.76% 62.24%