AIESEC Quality Survey Report 2012

1. AIESEC Experience Feedback and Evaluation
AIESEC Experience
Feedback and Evaluation Survey

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

3. AIESEC Experience Feedback and Evaluation
Question to all entities in SOGA 2011 Q4

4. AIESEC Experience Feedback and Evaluation
Testing NPS as a concept
19 entities participating as basis:
AP: Australia, India, Indonesia, Japan
CEE: Turkey, Czech Republic, Estonia
WENA: Germany, Italy, United States
MENA: Egypt, Oman, Jordan
Africa: Nigeria, Ghana, South Africa,
IGN: Colombia, Venezuela, Argentina (Cono Sur)

5. AIESEC Experience Feedback and Evaluation
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 NPS = % of promoters
- % of detractors
Detractors Passive Promoters Scale: -100 to +100

6. AIESEC Experience Feedback and Evaluation
Testing NPS as a concept
Survey results summary
Over-all Recipients: 18,000 +
TLP: 19 entities
GIP: 65 entities (home), 61 entities (host)
GCDP: 70 entities (home), 53 entities (host)
Over-all Responses: 1,010
Over-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.

7. AIESEC Experience Feedback and Evaluation
Testing NPS as a concept
“ 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.”

8. AIESEC Experience Feedback and Evaluation
Global Community Development
Programme Results

9. AIESEC Experience Feedback and Evaluation
Global Community Development Programme
How likely are you to recommend AIESEC’s Global Community Development
Programme to a friend or a colleague?
140
119
120
100
84 Recipients: 7625
80
Responses: 311
60 49
NPS Score: 49
40
19 18
20
4 7 6 7
2 2
0
0 1 2 3 4 5 6 7 8 9 10

10. AIESEC Experience Feedback and Evaluation
Global Community Development Programme
Areas of Improvement (0-8) Areas of recommendation (9-10)
Preparation, logistics & integration by the Gaining cross cultural understanding &
80% 82%
hosting entity awareness
71% Personal & professional development
65% Efficiency of the process from start till end
60% Challenges & new perspectives gained
Responsibilities & Professional
36%
Development 36% Creating Societal Impact
26% Preparation & logistics by host entity Responsibilities & Professional
27%
Development
21% Creating Societal Impact Gaining cross cultural understanding &
25%
awareness
12% Preparation & logistics by host entity
9% Preparation by sending entity

11. AIESEC Experience Feedback and Evaluation
Global Internship
Programme Results

12. AIESEC Experience Feedback and Evaluation
Global Internship Programme
How likely are you to recommend AIESEC’s Global Internship Programme
to a friend or a colleague?
120
100 96
80 Recipients: 4000+
Responses: 228
60 51
NPS Score: 50
40
27
22
20
3 3 7 7 7
1
0
1 2 3 4 5 6 7 8 9 10

13. AIESEC Experience Feedback and Evaluation
Global Internship Programme
Areas of Improvement (0-8) Areas of recommendation (9-10)
Preparation, logistics & integration by the Preparation, logistics & integration by the
27% 5%
hosting entity hosting entity
3% Efficiency of the process from start till end
22% Efficiency of the process from start till end
Preparation & support by the sending
5%
entity
14% Preparation & support by the sending entity
12% Working in a professional environment
14% Working in a professional environment
25% Personal & professional development
12% Personal & professional development Gaining cross cultural understanding &
25%
awareness
Gaining cross cultural understanding &
7% 25% Challenges & new perspectives gained
awareness

14. AIESEC Experience Feedback and Evaluation
Team Member and Team
Leader Programme Results

15. AIESEC Experience Feedback and Evaluation
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?
180 168
160
140
120 Recipients: 7000+
120
Responses: 445
100
80 72
60 51 NPS Score: 57
40
20 6 5 10 8
1 1 2
0
0 1 2 3 4 5 6 7 8 9 10

16. AIESEC Experience Feedback and Evaluation
Team Member and Team Leader Programmes
Areas of Improvement (0-8) Areas of recommendation (9-10)
Innovative and entrepreneurial Working for a team purpose in a team
66% 50%
mindset environment
Working for a team purpose in a team Accessibility and flexibility of the
64% 38%
environment experience
Learning environment and Learning environment and connection
60% 32%
connection to the external world to the external world
Responsibility for AIESEC and its Responsibility for AIESEC and its
52% 32%
ambition/vision ambition/vision
Accessibility and flexibility of the Innovative and entrepreneurial
37% 24%
experience mindset

17. AIESEC Experience Feedback and Evaluation
Life Long Connection
Results

18. AIESEC Experience Feedback and Evaluation
Life Long Connection
How likely are you to recommend the AIESEC Experience to a friend,
a colleague or your child?
800 751 Respondents: 1148
700 Recipients: 18.000
600
NPS Score: 79
500
400
„It was the most important
development experience in my life
300 so far.”
196
200 „AIESEC taught me how to be a
122 professional before entering real
100 45 market. That was of key importance
4 1 1 6 1 9 12 in order to highlight me among
0 work colleagues.”
0 1 2 3 4 5 6 7 8 9 10