increasing response rate and net promoter score
DESCRIPTION
This presention will help you understand effective implementation of Net Promoter Score.TRANSCRIPT
How do I increase my NPS and response rate?
• To ensure that the E.Ps are educated and informed about NPS we need to ensure that our membership knows it well.
It starts from us…Why?
Educating Team Leaders, Members & New recruits
What to do?
• Training and educational activities for membership.• Keeping the LC informed about the latest NPS trends.• Ensuring all members are informing and educating the
E.Ps about NPS.
How to do?• Including NPS education at LC forums, department
meetings or virtual training sessions.• Sending monthly/biweekly quality newsletters to the
LC.• Giving EP managers guidelines for inducting & informing
E.Ps about NPS.
• All members will strive for excellence in quality management.
• It gives a clear direction.
Make it a MOS
Why?
How?It can be added to the MoS of the matching and delivery teams in the LC. We suggest giving a MOS for Response Rate, NPS & exchange goals collectively.
“Gaming elements are highly effective, but the usage of them has been uninspiring and many times malicious. Our aim is to use gaming elements and feedback loops to improve people’s productivity in a fun way while helping them achieve more.” Gamifying
Tasks!
Why?
What to do?Giving task based
challenges to Teams.
How to do?• Giving all Team Leaders and their teams a series of time based
Tasks.• Ensuring there is a tracking mechanism.• There should be incentives or rewards.• The Challenge should be presented and promoted in an
interesting manner.• Please view the AI CEM challenge for reference,http://www.myaiesec.net/content/viewwiki.do?contentid=10260493Wiki Name: GLOBAL | 1213 | Customer Experience Challenge
• This is a great way to engage with your membership or EPs virtually.
• EP Newsletters can really help especially for the EPs who are yet to arrive.
Newsletters
Why?
Increasing Response Rate
• Promoting NPS through posters & designed content.
• Educating E.Ps about benefits of NPS. ( feedback helps us in quality improvement)
• Promote incentives and benefits attached with NPS filling. Example: EP managers who get most E.Ps to fill NPS get T-shirts etc.
• Making it part of policies. Example: To get a certificate the E.Ps should fill NPS.
Increase in NPS
• All L.C updates and information can be provided through newsletters. Hence, it ensures correct information being passed.
• Positive Thoughts & Ideas can be given to E.Ps. This ensures a better mindset.
• Generic tasks can be assigned to E.Ps. Example: Deadline to submit project reports / application for TMP/TLP.
What to do?
How to do?
1. Such newsletter can be released biweekly to monthly depending on the number of interns matched and realized.
2. This can be the job role of quality managers/ IM responsibles/ T.L delivery. This depends on your L.C’s O.S.
3. All quality responsibles can be on 1 google group or podio workspace. The content from very exchanging department can be collected via these platforms on a set date. The final drafting can be done by the main responsibile.
4. All E.Ps can be notified about newsletter when they are matched. You can mail the newsletters to E.Ps/ Put it on a closed facebook group of your E.Ps.
EP engagement
• Large Scale events like Global Village & EP conferences.
• Small scale events, gatherings & activities• Example: Movie Nights, Sports Days & Food
Fairs• Participation in LC forums & department
meetings.• Good Case Practice: Karaoke Night of
AIESEC Mumbai
Why?helps break the ice between the EPs and the members and they become more open to tell their problems which results in a proactive fire prevention rather than a reactive fire fighting method.
How?
• Best way to boost response rate is physical induction/feedback meetings with the EPs currently in the LC.
• Give them an insight as to what is NPS and how it matters?
• Ensure the AIESECers participant in the meetings and the output is minuted.
• The all output should be accessible to the top leadership body. Its recommended to put it on podio.
Induction/feedback meetings with the EPs
Why?"We are continuously bettering ourselves to better your experience with us. We need your support for the same."
How?
How else can I do it?• RnRs : They can be accordingly
incentivized.• NGO Feedback/Review meets : They
help in better alignment of the JDs and is a good way to check on the delivery. This is the way forward.
• TMP/TLP on exchange .• EP LEAD• Have teams in place for delivery :for
example, pick up teams, project delivery teams, support teams, fire-fighting teams, etc.
