Customer Experience Quality

How to plan

How to organize in my lc?

CUSTOMER CENTRIC

2015

NET PROMOTER SCORE

1. LOYALTY

2. QUALITY

how likely do you

recommend

to a colleague or to a friend?

We must INCREASE PROMOTERS and DCREASE DETRACTORS .

OUR STANDARD

S?

ALL AFTER 0 IS

POSTIVE

BELOW 0 IS

NEGATIVE

50% UP IS OUTSTAND

ING

MoS

KPI

KPIKPI

NPS

Cased open/Close Open

Response Rate % of Promoters

NPS

Cased open/Close Open

Response Rate % of Promoters

Our ability to respond rapidly and effectively to customers in need

How engaged are our costumers with

AIESEC?

How engaged are our costumers with

AIESEC?

HOW TO

PLAN?

1. Evaluate current Response rate2. Evaluate current NPS score3. Set response rate you want to reach?4. Count what would be current NPS

with this response rate5. Set NPS evolution %

YOU don’t need to set an NPS goal like target.

We will be evaluating NPS evolution and improvement of response rate

#ANSWERS

WHAT NOW?

1) LCPS ARE FINAL RESPONSIBLE

2) CREATE LC AWARENESS

3) ORGANIZE LOCAL TASK FORCE

4) CREATE TIMELINE EXEUCTION

5) DO IT

LAST IDEIAS!