Back to work! Today we met our boss named Jeff who works as the logistics manager for Aerocasillas. He is always traveling but works in San Jose for most of the time. When we first met he immediately said that we will be doing a lot of projects for the summer and we are going to try and get them done before we return to the states. Some of the projects that he would like us to work on this summer are: improving marketing through the company website, utilizing social networks such as Facebook and Twitter, creating a recycle campaign, making videos, analyzing every country’s statistics and figures and marketing new ideas based on Internet retail sites. On Monday, I was assigned to break down our current website and compare our site to other online retail competitors. I noticed that our competitors had a new look, updated their site frequently, had links to big upcoming events on the main page (Father’s Day and the World Cup) and had enough resources to answer any question that the customer may have. I also got to spend the day doing a little online shopping (can’t complain) to search for the most affordable websites and separated them by gender and category. They wanted us to see what if feels like to be a customer of Aerocasillas and go through the process of online buying so we created our own "employee account". We were given a gift card to shop on Amazon and I bought a pair of shoes! I guess unpaid internships have a few perks along the way. :)
Our first project has begun! About a month ago each country sent out a survey to their customers asking them to rate their satisfaction with Aerocasillas. The survey consisted of about 30 questions, which asked customers to comment and rate the customer service, online process, delivery, etc. Some countries had a large return rate of surveys and others did not. Each of the surveys were sorted by country through a survey maker website and converted to an excel file. One more thing I forgot to mention...every computer is loaded with Spanish Microsoft Office. I can now add to my resume that I am bilingual in Microsoft Office. It has been a little difficult to navigate being that the set up is a little different and of course, not in English. My co-intern and I have been reviewing the excel file to analyze each country by making suggestions, reviewing averages, personal comments and highlighting the good areas and the bad areas that the company needs to improve. Once we have reviewed all of the information we need to make a 20 slide PowerPoint and attach the excel sheet of information for each country. There are 24 countries total, so our goal is to have the project done in 2 weeks. Customers were able to take the survey in Spanish and English and there were over 2,000 Spanish surveys and over 8,000 Spanish surveys that were submitted.
First things first, I needed to go through every country and read each survey question and understand what all of the numbers meant, summarize comments shared and find key information to improve the company. After reading through each country's surveys, I began my next step of calculating the Net Promoter Score (NPS) for each country based on the survey results. I am not sure if you are familiar with the NPS system but the score is determined by the answers on whether the customer would recommend the company on a scale of 1-10. Grouping customers into three clusters of promoters (who scored either a 9 & 10), passives (who scored either a 7 & 8) and detractors (who scored either a 1-6) we are able to see the results on each company. The final score is determined by subtracting the percentage of detractors from the percentage of promoters and we are able to determine if the company is performing to the best of its abilities. The United States average is an NPS of 10 so anything above a 10 is good. I actually just calculated the NPS for Haiti and they received an NPS of -22, so its safe to say that the Aerocasillas in Haiti needs some company reconstruction. It is interesting to see how the company works internally to determine all of the data. We have completed one of our PowerPoint's, I'm not sure if I can add it to my blog but I will see if I can do that later. We showed the final presentation to our boss and he was very impressed. He told us that we exceeded his expectations and he is more than satisfied with our work. I guess you can say that we started off on the right foot!
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