📊 1. Gather Feedback Sources
Collect both quantitative and qualitative data across key SayPro platforms:
| Source | Type | Examples |
|---|---|---|
| Surveys & Forms | Structured | Post-course feedback, donor satisfaction surveys, app exit surveys |
| Website Widgets | Quick pulse | “Was this helpful?” thumbs up/down, emoji scales |
| Support Tickets | Qualitative | Frustration points, common service issues |
| Live Chat/Chatbot Logs | Conversational | Pain points, FAQs |
| Social Media & Reviews | Public sentiment | Comments on SayPro campaigns, Facebook page, app store ratings |
🧠 2. Categorize Feedback into Themes
Use manual tagging or tools like Typeform Analytics, Thematic.ai, or ChatGPT to cluster comments.
Common Feedback Themes to Track:
- 🚫 Registration issues
- 📱 Mobile/app usability
- 🧭 Navigation confusion
- 🎓 Course or training quality
- 💬 Lack of support/follow-up
- 💸 Donation/fundraising friction
- 🧩 Feature requests
Example:
“I couldn’t finish my donation – the payment form didn’t load on mobile.” → Theme: Mobile UX / Donation Process
🧮 3. Quantify Key Metrics
- % of users reporting the same issue (e.g., 23% report form errors)
- NPS (Net Promoter Score)
- Average feedback score (e.g., 3.9/5 on SayPro Academy)
- Support resolution time
- Top 5 most common negative sentiments
🔎 4. Conduct Sentiment Analysis (Optional)
Use tools like:
- MonkeyLearn or Google Cloud NLP for automated sentiment scoring
- Or ChatGPT to classify sentiment as Positive / Neutral / Negative
“SayPro is amazing, but it takes forever to log in on the app” → Mixed: UX issue masked by brand love.
🛠️ 5. Turn Feedback into Recommendations
Create a table summarizing what SayPro should do based on feedback:
| Theme | Insight | Action |
|---|---|---|
| Course Discovery | Users can’t find the right training easily | Redesign filters & search on SayPro Courses |
| Fundraising Form | Too long/confusing | Break into 3-step wizard with save feature |
| Mobile UX | Poor on small screens | Redesign using mobile-first principles |
| Donor Follow-Up | Donors don’t feel engaged post-donation | Trigger thank-you + impact emails |
📌 6. Share a Monthly Feedback Report
- Top 3 wins 🎉
- Top 3 pain points ⚠️
- Key insights per platform (e.g., SayPro Jobs, SayPro Events)
- Planned changes for the next cycle
✅ Tools You Can Use
| Tool | Purpose |
|---|---|
| Hotjar | Session recordings + in-site polls |
| Typeform / Google Forms | Surveys |
| HubSpot / Zendesk | Support + feedback integration |
| ChatGPT or Excel | Feedback clustering and theme detection |
| Figma Jam / Miro | Feedback mapping & stakeholder reviews |
Leave a Reply