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Nps1

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Anay Vaish
Anay Vaish

This document discusses the Net Promoter Score (NPS) for an organization called AIESEC in Delhi IIT for the third and fourth quarters. It explains that Externship Participants (EPs) were informed they would receive an NPS survey after being matched and were regularly updated on response rates. An NPS induction module was used to educate EPs on NPS through an online platform. This system led to improved results in the fourth quarter, as the number of detractors decreased and promoters increased compared to previous months. A table shows NPS, responses, and satisfaction metrics monthly from January 2013 to December 2013.

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AIESEC in Delhi IIT oGCDP NPS FOR Q3 AND Q4
NPS Drive Down
EPs are informed that they’ll be getting an NPS survey as soon as they are matched. Regular updates are taken from Operations to check response rates and ratings. Post which EP’s were individually called by EP managers to remind them about NPS at all stages. NPS education through discover.aiesec.in NPS explanation & importance driven down through the ‘NPS Induction Module’ https://docs.google.com/a/aiesec.net/file/d/0BwOWEgvtPmsbDZiSENwYTR5R19rMjhYOWN6TTFsUTRfN3FJ/edit
This system was brought into place in Q4 and lead to amazing results as shown, the difference in Q4 responses can be seen.
Nps1
Nps1
MONTH START DATE DETRACTORS PASSIVES PROMOTERS RESPONSES COMMENTS NPS 1 SMA 2013-01 2013-01-01 0 0 3 3 2 100 78 2013-02 2013-02-01 0 2 2 4 2 50 67 2013-03 2013-03-01 0 1 1 2 1 50 67 2013-04 2013-04-01 1 0 0 1 0 -100 29 2013-05 2013-05-01 0 3 7 10 5 70 54 2013-06 2013-06-01 3 3 4 10 3 10 33 2013-07 2013-07-01 5 4 6 15 6 7 26 2013-08 2013-08-01 6 4 4 14 7 -14 0 2013-09 2013-09-01 1 1 0 2 0 -50 -6 2013-10 2013-10-01 1 0 8 9 6 78 16 2013-11 2013-11-01 0 0 11 11 5 100 77 2013-12 2013-12-01 3 3 4 10 7 10 63 Total 20 21 50 91 44 33

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Nps1

  • 1. AIESEC in Delhi IIT oGCDP NPS FOR Q3 AND Q4
  • 3. EPs are informed that they’ll be getting an NPS survey as soon as they are matched. Regular updates are taken from Operations to check response rates and ratings. Post which EP’s were individually called by EP managers to remind them about NPS at all stages. NPS education through discover.aiesec.in NPS explanation & importance driven down through the ‘NPS Induction Module’ https://docs.google.com/a/aiesec.net/file/d/0BwOWEgvtPmsbDZiSENwYTR5R19rMjhYOWN6TTFsUTRfN3FJ/edit
  • 4. This system was brought into place in Q4 and lead to amazing results as shown, the difference in Q4 responses can be seen.
  • 7. MONTH START DATE DETRACTORS PASSIVES PROMOTERS RESPONSES COMMENTS NPS 1 SMA 2013-01 2013-01-01 0 0 3 3 2 100 78 2013-02 2013-02-01 0 2 2 4 2 50 67 2013-03 2013-03-01 0 1 1 2 1 50 67 2013-04 2013-04-01 1 0 0 1 0 -100 29 2013-05 2013-05-01 0 3 7 10 5 70 54 2013-06 2013-06-01 3 3 4 10 3 10 33 2013-07 2013-07-01 5 4 6 15 6 7 26 2013-08 2013-08-01 6 4 4 14 7 -14 0 2013-09 2013-09-01 1 1 0 2 0 -50 -6 2013-10 2013-10-01 1 0 8 9 6 78 16 2013-11 2013-11-01 0 0 11 11 5 100 77 2013-12 2013-12-01 3 3 4 10 7 10 63 Total 20 21 50 91 44 33