SayPro Consumer feedback collection and classification

Consumer Feedback Collection & Classification Framework

1. Feedback Collection

• Channels to Use:
  • Online surveys (email, website pop-ups)
  • Social media monitoring (comments, mentions)
  • Customer support interactions (calls, chats, tickets)
  • Product reviews & ratings
  • Focus groups and interviews
  • Feedback forms within the SayPro platform or app
• Key Tips:
  • Keep feedback requests short and easy to complete.
  • Use a mix of quantitative (ratings, scales) and qualitative (open-ended) questions.
  • Incentivize feedback with rewards or recognition if appropriate.

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2. Feedback Classification

• Step 1: Preprocessing
  • Clean text data (remove spam, irrelevant content).
  • Normalize language (spell check, unify synonyms).
• Step 2: Categorization (Topic/Theme Identification)
  • Use manual tagging or AI/NLP models to classify feedback into categories such as:
    • Product Quality
    • Customer Service
    • Pricing
    • User Experience
    • Features & Functionality
    • Delivery & Logistics
    • Other (with subcategories as needed)
• Step 3: Sentiment Analysis
  • Label feedback as Positive, Neutral, or Negative.
  • Optionally, assign intensity scores (e.g., scale from -5 to +5).
• Step 4: Priority/Impact Assessment
  • Identify high-impact feedback that needs urgent action.
  • Flag recurring issues or frequently praised features.

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3. Tools & Methods

• Manual:
  • Excel/Google Sheets with filters and tags.
  • Coding frameworks like Python (NLTK, spaCy) for text classification.
• Automated/AI-driven:
  • Use GPT or other LLMs for topic extraction and sentiment scoring.
  • Integrate feedback platforms like Qualtrics, Medallia, or custom dashboards.
  • Use API-based sentiment analysis tools (e.g., Google Cloud Natural Language, Azure Text Analytics).

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4. Reporting & Action

• Summarize classified feedback monthly/quarterly.
• Visualize key themes and sentiment trends with charts or dashboards.
• Share actionable insights with relevant teams (product, marketing, support).
• Track feedback resolution and measure impact of changes.