Post on 20-Aug-2015
transcript
Processes Driving Quality and Quantity
Net Promoter Score
Processes Driving Quality and Quantity
Processes Driving Quality and Quantity
WHAT IS NPS?
Processes Driving Quality and Quantity
Processes Driving Quality and Quantity
Surveys are sent in 3 phases to
every customer:
-Matched: For all the EPs currently matched on the system.-Realized: For EPs who are realized. This is sent while the EP is still doing the internship.-Completed: For EPs who have completed their internships
Processes Driving Quality and Quantity
WHY NPS?
Processes Driving Quality and Quantity
USING CUSTOMER GAUGE
Processes Driving Quality and Quantity
1. Home Page
2. NPS
3. Responses
4. Responses Summary
5. Task Details
6. Export Data
Net Promoter Score
Processes Driving Quality and Quantity
Inferences on responses
Inferences on overall NPS
Inferences on different parameters
Home Page
Processes Driving Quality and Quantity
•
• Options to analyze Data
• Comments made by
• a EP or a Member.
Processes Driving Quality and Quantity
Customize your Search.
Click on advance options to get specifications.
Use graphs to make inferences.
Green line is NPS score
Analyze data through tables.
NPS 1 is average NPS.
Processes Driving Quality and Quantity
Responses
Responses after 2nd
Responses after 1st
An individual received as NPS survey. He/she also is sent a reminder mail. Hence in total, there are 6 NPS mails.
Processes Driving Quality and Quantity
Response Summary
Processes Driving Quality and Quantity
Provides an excel sheet with the names/contact details of all the people to whom the surveys went. Helps improve response rate.
Answers questions like:
Who all received the surveys?When did they receive it?Have they replied?What are their email id?
Processes Driving Quality and Quantity
Self-Select Issues
• It helps us understand the +ve and –ve points related to your product.
• The objective is the maximize the +ves and minimize the –ves.
• This helps in process improvement and product innovation.
Processes Driving Quality and Quantity
Self-Select IssuesUse Experience Date
TN ID/Company/Project Details
It broadens the search. You can get programme and L.C wise data through this.
Choose your LC for OGX Inferences
Choose your LC for ICX inferences
General Issues
Number of Respondents
Percentage of Respondents
General Issues
Processes Driving Quality and Quantity
Level 2 Issues are more specific.
Level 2: Issues
Processes Driving Quality and Quantity
Waterfall report
Processes Driving Quality and Quantity
An important tool which you need to explore and understand to you, is using the Waterfall report in Customer Gauge System
. It's a simple tool to identify the impact of every single issue in detractor, passive, and promoter affecting the NPS score.
As a quick summary of how to set your NPS goal, here are the simple steps:
1.Define your Top Detractors Issues and choose top 5
2.Classify your detractor Issue which you will be focusing to solve by 2014
3.Set yearly NPS goal for 2014 based on the one detractor issue your entity will be focusing to solve in 2014.
Processes Driving Quality and Quantity
Fire fighting
Time to take Charge
Processes Driving Quality and Quantity
Fast and Effective problem solving
Time to take Charge
Fire Fighting
NPS survey fillers can request for a troubleshooting response.Open case is when a problem is filed. When the person is connected and the initiative to solve the issue is taken, the case is in progress. The Case is closed when the problem is solved
Processes Driving Quality and Quantity
Click here to open
Task Details
Processes Driving Quality and Quantity
EP Information
Processes Driving Quality and Quantity
support.aiesec.in
Processes Driving Quality and Quantity
Tracking User Activity
Processes Driving Quality and Quantity
Quality Planning Process
Processes Driving Quality and Quantity
• The mails sent to the EP to set the case in -progress and close status are to be CCed the NCB. ncb.aiesecindia@gmail.com
• The ideal time to solve a problem is 3 days.
Upper Limit is 1 week.
• If the E.P doesn’t reply within 1 week. You can close the case after notifying them about the same.
• Respond to every problem within 36 hours.
Pointers for Fire Fighting
Processes Driving Quality and Quantity
•The NPS is viewed by the MCPs, International AIESEC entities and National Control Board Regularly.•Never force any member/EP to fill false NPS. Any such revelations could lead to strong action being taken by NCB.•The Measure of Success Delivery is a) Net Promoter Score b) %Promoters c) Response Rate d) % of Cases in progress and closed.•If you have any queries please write at adhiraj.singh@aiesec.net/dhruv.gupta@aiesec.net
General Pointers
Processes Driving Quality and Quantity
CUSTOMER EXPERIENCE MANAGEMENT
Processes Driving Quality and Quantity
Time to take Charge
NPS: 80 responses:80