The slideshow made by AIESEC in France, by following this toolkit you will learn how to use Customer Gauge.

1. Getting familiar with Customer Gauge
https://www.cg-express.com/an/login.php

2. Becoming a customer-centric organization is fundamental for AIESEC to reach its
midterm ambition. This will enable us to:
- have satisfied customers who are willing to promote AIESEC and to multiply
their experiences
- take into account our customers' feedback to react much faster to their needs
- innovate in projects/activities by involving our customers in terms of product
creation
- ensure that all the participants that go through our TMP/TLP/GIP/GCDP
programmes will live a quality experience through constant improvement of
our processes
Through this presentation, you will get to learn how to get the data you need from
the platform as well as key questions you should ask yourself to analyze the
data.
Remember, developing loyal customers needs both technology and business
practices. It’s not just about learning how to navigate on the CG platform but
about how you are using this data to increase the quality of the experience
for your customer and how you are communicating about it to them.
Why CEM?

3. MAIN PAGE

4. Analysis tab
NPS current
score
(all programmes,
all status, current
month)
NPS current
score breakdown
(all programmes,
all status, current
month)
Cases opened (ie
EPs asking to be
contacted by
AIESEC)

5. EMAILS AND SURVEYS

6. Here you can check what emails your EPs receive at
each stage of the process and according to the
programme

7. Here you can check how the surveys look like for each
of the programmes

8. Example of survey
for GCDP

9. REPORTS

10. • Date range:
– Select the dates for which you want to analyze your data
• Increment:
– Select the display of the data: by day, by week, by
month, by year or customized
• Filter by:
– Date of answer: when the survey was answered
– Survey date: when the survey was sent to the
EPs/TMP/TLP
• Use this for response rate analysis
– Experience date: when the experience was lived
• Use this for fire-fighting
Selecting your data for the reports

11. Selecting your data for the reports
(advanced options)
• Programme
– Select the programme according to your focus (GIP, GCDP, TMP, TLP)
• Status
– To analyze data for process improvement => review «matched» and
« realized » status
– To analyze for product innovation => review « completed « status
• Home country:
– Select a country /entity for OGX analysis from this country
• Host country
– Select a country/entity for ICX analysis from this country
• Home LC:
– Select an LC for OGX analysis from this LC
• Host LC
– Select an LC for ICX analysis from this LC

12. NPS report
• Breakdown of NPS
• Breakdown of responses
(Per category of customer)
• Breakdown of responses
(per category of customer
and NPS score)
Ex of oGIP data from AIESEC France from Januaryto June 20th 2013; filter by survey date

13. What can I do with NPS report?
• Evaluate your current trend :
– What is the overall evolution of your NPS score?
– How is this influenced by your timeline in terms of
programmes (X and TMP/TLP) ?
– What is the correlation between the number of
responses and NPS score? Are they followingthe
same trend?

14. NPS by segment
• Breakdown
of NPS for all
programmes
Ex of data from AIESEC France from January to June 20th 2013
Overall NPS score for
all programmes for
selected dates

15. What can I do with NPS segment?
• Choose your focus in terms of programmes
based on NPS score:
– What is my priority in terms of investment?
– What are the GCPs in terms of CEM that I have in
this programme that I can implement in other
programmes to boost my NPS score?

16. NPS evolution
• Evolutionof NPS
based on customer
category
Ex of oGIP data from AIESEC France from Januaryto June 20th 2013; filter by survey date

17. What can I do with NPS evolution?
• Analyze the variation of customer categories:
– Is your number of promoters increasing?
• If yes, showcase your impact and use them for
promotionalstrategies (and share GCPs!)
– Is your number of detractors increasing?
• If yes, check what are the main detractor issues and
REACT fast to change the trend
– Are you converting your passives into promoters?
• If not, what are the key elements preventingthem from
becomingpromoters?

18. Responses
• Breakdown of
cumulativeresponses
overall in %
• Breakdown of
responses in absolute
numbers
Ex of oGIP data from AIESEC France from Januaryto June 20th 2013; filter by survey date

19. Responses
Overall
response rate
Reactive Eps!
Ex of oGIP data from AIESEC France from Januaryto June 20th 2013; filter by survey date

20. What can I do with reponses?
• Analyze the evolution of your response rate:
– Is this aligned with your programme timeline?
– How strong is your primary response rate (ie, how
reactive are your EPs/ TMP/TLP?)
– Is your response rate strong enough for you to
draw conclusions (ie over 50%)?
– What should you do to increase your response
rate?

21. NPS frequency
• Breakdown of NPS score according to the
score given
Ex of oGIP data from AIESEC France from Januaryto June 20th 2013; filter by survey date

22. What can I do with NPS frequency?
• Analyze the breakdown of your customers:
– How many are detractors/passives/promoters?
– What is your main category of customers?
• Define priorities in terms of focus groups:
– Converting passives into promoters
– Decreasing number of detractors to ensure better
quality XP
– Leveragingon promoters to attract more
customers

23. Self-select issues
• Breakdown of
reasons for
satisfaction/
unsatisfaction
Ex of oGIP data from AIESEC France from Januaryto June 20th 2013; filter by survey date
and promoters only

24. What can I do with self-select issues?
• Check top issues for promoters and
detractors at each step of the process:
– Are they the same?
– What exactly should you focus on to make sure
your NPS score increases?
– What are your customers really
satisfied/unsatisfiedabout in the service you
provide?
– How should you review expectations with country
partners based on this feedback?

25. FIRE-FIGHTING

26. Task details
• Breakdown of
cases opened/in
progress/closed
Ex of oGIP data from AIESEC France from Januaryto June 20th 2013; filter by experience
date and detractors/passives only

27. Keep in mind
• Case open: Automatically done by the system
after an EP asks for support
• Case In Progress: EP contacted, problem
identified,action steps set. This status remains
during the execution of the action plan/steps
• Case Closed: EP issue or need has been solved or
doesn't exists anymore
• The status are managed and changed by the
home entity

28. What can I do with fire-fighting cases?
• React ASAP to each case and track its progress:
– Ensure proper resources are invested for fire-fighting
so you can respond quickly to each case
– Contact host entity to check up on EP’s case and how
you can support home entity to close the case
– Develop clear communication strategies with all the
parties involved
– Define success factors for fire-fighting
– Review expectations with country partners based on
fire-fighting cases

29. ADMIN

30. Data transport report
• Summary of the
number of emails
sent & number of
responses/non
responses
Ex of oGIP data from AIESEC France from Januaryto June 20th 2013; filter by survey date
Overall response rate

31. Tips & Tricks
• If you click on responses or non responses,
you will get the email addresses of all the EPs
that received the survey

32. What can I do with the
data transport report?
• Check your non reponses
– Contact the Eps/TMP/TLP that have not answered
to the survey and get LIVE FEEDBACK (do not rely
on the system only)
• Check your responses:
– Contact the Eps/TMP/TLP that have answered to
the survey and get LIVE FEEDBACK (do not rely on
the system only) to validate your conclusions

33. KPI CHECK-UP

34. How to check KPIs
• For Response rate:
– Reports/Responses
– Admin/Data transport report
• For % promoter:
– Reports/Net Promoter Score
• Calculate:Number promoter/Numberof responses
• For Cases opened/closed:
– Fire-fighting/Task details

35. Being a customer-centric organisation is a promise.
A promise that each and every one of our
GIP/GCDP/TMP/TLP participant will live a high-quality
experience.
Let’s make it happen!