GLOBAL VOLUNTEER

NPS
WHAT IS NPS?
NET
PROMOTER
SCORE
WHAT IS NPS?

It’s an index that measures the level of satisfaction

of a customer with a specific product or service.

It’s calculated through a survey that asks the

customer to rate the product on a scale from 0 to 10.
THE QUESTION
“On a scale from 0 to 10, how likely are you to recommend
AIESEC as a leadership development platform to a friends?”
THE ANSWERS
Detractors
Promoters

0 1 2 3 4 5 6 7 8 9 10

Passive

THE SCORE

NPS: % -%
CO x NPS
 CO x NPS
Standards Satisfaction
 CO x NPS
The minimum The extra mile
HOW TO DEAL WITH
DETRACTORS
• Have a individual Debrief,
never with the Promoters
• Listen first and with attention
• Accept the feedback. Don’t fight back.
• Show you are interested and committed in
improve our services
• Explain things the may confused about, but
never question how they feel about it
• Thank them for their honesty
HOW TO CAPITALIZE ON
PROMOTERS
• Showcase their experience on Attraction
• Invite them to speak on events
• Recruit them as members
• Send their contacts (with their permission) to
other customers to serve as reference
• Offer them new opportunities
• Keep in touch them through Lead Nurturing
Systems