1. CEM
& NPS

2. Content
CEM
NPS implementation timeline

3. Questions
to MCe

4. What is
CEM?

5. How would
You describe the
Level of CEM in
AIESEC?

6. What international
Strategies and tool
are introduced to
support CEM?

7. What is NPS?

8. And how NPS
implementation
will affect work of
AIESEC?

9. implementati
on of NPS,
Globally and
in Spain

10. • Concept of NPS
explored
• Decision to pilot it
internally on their
own
• Internal pilot with
19 entities
• 18.000
participants emails
• Presented at IPM
2012, Hungary
Oct – Dec / 2011 Jan – Feb / 2012

11. • Signed a contract for a
pilot with
CustomerGague
• 11 participating entities
• 30000+ participants to be
emailed
• Using a new IT system
• Evaluation of the pilot
• Presenting updates &
report to the Global
plenary at IC Russia
• Defining the
Implementation plan
IPM - May / 2012 Until IC / 2012

12. • 2nd pilots
• Education of
entities
• Negotiation with
vendor
• NPS access to
all countries
• Education/
CEM challenge
IC 2012 - IPM IPM

13. AiS creating its
own GCP

14. • Signed agreement with
Customer Gauge
• Pilots are run across
the network
AI announce NPS
implementation
• Only case in the
network
• To ensure smooth
transition to official
system
AiS evaluates NPS
implementation • 2 NSTs CE working on
NPS
• Surveys were launched
to EPs, members and
teamleaders
NPS Pilots

15. SEPTEMBER
desicion to implement
NPS on our own
SEPTEMBER
LCP + OGX session in
Kick Off
“What is NPS”

16. NOVEMBER
Education in LEX ->
OCTOBER
desicion to implement
NPS on our own
TM + OGX

18. DECEMBER/JANUARY
Development of pilots
MARCH
Results
presented in
Jump In

19. Results

20. TMP
TLP
GIP EP Ma
GIP EP Re
CIP EP Completed
GCDP EP Ma
GCDP EP Re
GCDP EP
Completed

21. Format of survey was
based on AI Pilot surveys

24. So... What are
the results...detailed
results

25. TMP

26. 185 surveys sent
71 answers
38%
answered

27. 10 detractors – 14,09%
16 promoters- 22,53%

28. NPS=
8.4

29. Main points for improvement
• Planning preparations, Implement deadlines.
• Improve the commitment in members
• More cooperations between committees
• Team building. Team working. Keep improving the
organizational learning
• NST has to work in order that keep the LCs closer touch
with the MC
• Global Network
• Education trainings
• Take care of the development of potencial in each member

30. TLP

31. 90 surveys sent
75 answers
83%
answered

32. 10 detractors = 13.7%
30 promoters=41.1%

33. NPS=
27.4

34. Improvements points
• Activities which develop an entrepreneurial and
responsible attitude towards being a better
leader: 42
• Practical hard and soft skills development: 38
• Personal and professional development:30
• A practical team leader or executive leadership body
experience: 29
• Access to a global network:21

35. oGIP

36. 3 answers
Ma
1 detractor
1 promoter

37. NPS=
0

38. Information provided about the GIP programme: 0
Selection process: 2
Induction to AIESEC: 0
Matching support: 1
Communication effectivity during acceptance procedure: 1
Visa documents and information
Areas of improvement

39. 16 answersRe
2 detractors
10 promoters

40. NPS=
50 

41. Cultural preparation: 9%
Integration by the hosting LC: 32%
Logistical support 27%
Job description clarity and alignment 32%
Areas of improvement

42. 3 answersCompleted
2 detractors
0 promoters

43. NPS=
- 33.3


44. Professional working environment: 2
Professional development:1
Support by the home entity during the experience: 1
Re- integration by the home entity upon return:2
Areas of improvement

45. oGCDP

46. MA
Responses
2 sent/
1 answer
1 passive

47. RE
Responses
17 sent/
3 answers
2
promoters
1 passive

48. Completed
Responses
18 sent/
1 answer
1
promoter

49. Overal NPS

50. 31.2

51. APRIL
Education about CEM
APRIL
3 month of work
not relevant->

52. Sad Story

53. Current State
LC
MC

54. LC Level
LCs know what is NPS
Expect that till September
we continue manual pilots
Know Results
X
X
X

55. MC Level
We have access to
platform but right now we
have SuperAdmin rights
Haven’t checked results
X
X