AI 1415 Q4 report_Standards and Satisfaction

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