Quality Promise 2015 - Survey Report

AIESEC Experience Feedback and Evaluation


Survey

AIESEC Experience Feedback and Evaluation“..let’s get some data to back our assumptions of Quality/Satisfaction. It can be quantitative or qualitative.”

“..let’s understand that in a product that is based on experience of the people buying the product, satisfaction and quality are two different things.”

“To deliver quality and quantity growth, you need to ensure you are dealing with both: quality and satisfaction.”

AIESEC International Quality ProjectSample Survey launched based on Net Promoter Score to 19 entities across all 6 regions, in January 2012.

AIESEC Experience Feedback and EvaluationQuestion to all entities in SOGA 2011 Q4


19 entities participating as basis:

AP: Australia, India, Indonesia, JapanCEE: Turkey, Czech Republic, EstoniaWENA: Germany, Italy, United StatesMENA: Egypt, Oman, JordanAfrica: Nigeria, Ghana, South Africa, IGN: Colombia, Venezuela, Argentina (Cono Sur)

Testing NPS as a concept


AIESEC International Quality Project

Sample Survey launched based on Net Promoter Score to 19 entities across all 6 regions, in January 2012.

What is a Net Promoter Score?“ How likely are you to recommend your experience to a friend or a colleague?”

0 1 2 3 4 5 6 7 8 9 10

Detractors Passive Promoters

NPS = % of promoters - % of detractors

Scale: -100 to +100



Survey results summary

Over-all Recipients: 18,000 +TLP: 19 entitiesGIP: 65 entities (home), 61 entities (host)GCDP: 70 entities (home), 53 entities (host)

Over-all Responses: 1,010Over-all NPS (all programmes summarized): 53

On a scale of -100 to +100, anything between 0 to 50 is considered Good and anything above 50 is excellent.



“ Research released last month by Accenture that canvassed consumers in 27 countries and 20 different industries found that 66 percent of consumers switched companies during 2011 as a result of poor customer service.”

“General Electric uses NPS to evaluate process excellence for its customers, and plans to use NPS as a metric to decide the compensation of its leaders; Procter and Gamble uses NPS to measure consumer reactions to its brands; Allianz uses NPS to maintain what it calls "customer-centricity”; and Verizon Wireless uses NPS in all business channels including their call centers and retail stores.”



Global Community Development Programme Results


0 1 2 3 4 5 6 7 8 9 100

20

40

60

80

100

120

140

2 4 2 7 619

718

49

84

119

Recipients: 7625Responses: 311

NPS Score: 49

Global Community Development Programme

How likely are you to recommend AIESEC’s Global Community Development Programme to a friend or a colleague?

AIESEC Experience Feedback and EvaluationGlobal Community Development Programme

Areas of Improvement (0-8)

80%Preparation, logistics & integration by the hosting entity

65% Efficiency of the process from start till end

36%Responsibilities & Professional Development

26% Preparation & logistics by host entity

21% Creating Societal Impact

Areas of recommendation (9-10)

82%Gaining cross cultural understanding & awareness

71% Personal & professional development

60% Challenges & new perspectives gained

36% Creating Societal Impact

27%Responsibilities & Professional Development


12% Preparation & logistics by host entity

9% Preparation by sending entity


Global Internship Programme Results

AIESEC Experience Feedback and EvaluationGlobal Internship Programme

Recipients: 4000+ Responses: 228

NPS Score: 50

1 2 3 4 5 6 7 8 9 100

20

40

60

80

100

120

3 1 3 7 7 7

2227

51

96

How likely are you to recommend AIESEC’s Global Internship Programme to a friend or a colleague?

AIESEC Experience Feedback and EvaluationGlobal Internship Programme




14% Preparation & support by the sending entity

14% Working in a professional environment






5%Preparation & support by the sending entity

12% Working in a professional environment



25% Challenges & new perspectives gained


Team Member and Team Leader Programme Results


Recipients: 7000+ Responses: 445

NPS Score: 57

0 1 2 3 4 5 6 7 8 9 100

20

40

60

80

100

120

140

160

180

1 6 1 5 210 8

51

72

120

168

Team Member and Team Leader Programmes

How likely are you to recommend AIESEC’s Team Member and Team Leader Programme to a friend or a colleague?

AIESEC Experience Feedback and EvaluationTeam Member and Team Leader Programmes


66%Innovative and entrepreneurial mindset

64%Working for a team purpose in a team environment

60%Learning environment and connection to the external world

52%Responsibility for AIESEC and its ambition/vision

37%Accessibility and flexibility of the experience


50%Working for a team purpose in a team environment

38%Accessibility and flexibility of the experience

32%Learning environment and connection to the external world

32%Responsibility for AIESEC and its ambition/vision

24%Innovative and entrepreneurial mindset


Life Long Connection Results

AIESEC Experience Feedback and EvaluationLife Long Connection

0 1 2 3 4 5 6 7 8 9 100

100

200

300

400

500

600

700

800

4 1 1 6 1 9 1245

122

196

751 Respondents: 1148 Recipients: 18.000

NPS Score: 79

How likely are you to recommend the AIESEC Experience to a friend, a colleague or your child?

„It was the most important development experience in my life so far.”

„AIESEC taught me how to be a professional before entering real market. That was of key importance in order to highlight me among work colleagues.”

Quality Promise 2015 - Survey Report

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Transcript of Quality Promise 2015 - Survey Report