AIESEC Experience Feedback and Evaluation AIESEC Experience Feedback and Evaluation Survey
Dec 20, 2014
AIESEC Experience Feedback and Evaluation
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
AIESEC Experience Feedback and Evaluation
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 Experience Feedback and Evaluation
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
Testing NPS as a concept
AIESEC Experience Feedback and Evaluation
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.
Testing NPS as a concept
AIESEC Experience Feedback and Evaluation
“ 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.”
Testing NPS as a concept
AIESEC Experience Feedback and Evaluation
Global Community Development Programme Results
AIESEC Experience Feedback and Evaluation
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
25%Gaining cross cultural understanding & awareness
12% Preparation & logistics by host entity
9% Preparation by sending entity
AIESEC Experience Feedback and Evaluation
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
Areas of Improvement (0-8)
27%Preparation, logistics & integration by the hosting entity
22% Efficiency of the process from start till end
14% Preparation & support by the sending entity
14% Working in a professional environment
12% Personal & professional development
7%Gaining cross cultural understanding & awareness
Areas of recommendation (9-10)
5%Preparation, logistics & integration by the hosting entity
3% Efficiency of the process from start till end
5%Preparation & support by the sending entity
12% Working in a professional environment
25% Personal & professional development
25%Gaining cross cultural understanding & awareness
25% Challenges & new perspectives gained
AIESEC Experience Feedback and Evaluation
Team Member and Team Leader Programme Results
AIESEC Experience Feedback and Evaluation
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
Areas of Improvement (0-8)
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
Areas of recommendation (9-10)
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
AIESEC Experience Feedback and Evaluation
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.”