SayPro Collect, analyze, and categorize user feedback for actionable insights

1. Collect User Feedback

Use multiple channels to gather comprehensive data:

a. Feedback Channels

• Surveys & Forms (e.g., Google Forms, Typeform)
• Website Widgets (e.g., Hotjar, Feedbackify)
• Emails & Support Tickets
• Social Media Comments
• In-app Feedback Tools
• Online Reviews

b. Question Types

• Quantitative: Ratings, multiple choice (e.g., “Rate our service from 1–5”)
• Qualitative: Open-ended (e.g., “What could we improve?”)

---

2. Analyze the Feedback

Process and interpret the data to uncover patterns.

a. Quantitative Analysis

• Use tools like Excel, Google Sheets, or BI tools (e.g., Power BI, Tableau)
• Identify trends from metrics (e.g., low satisfaction scores in a certain feature)

b. Qualitative Analysis

• Use text analysis methods:
  • Thematic Coding (group comments into themes)
  • Sentiment Analysis (positive, neutral, negative)
  • Tools: ChatGPT, NVivo, MonkeyLearn

---

3. Categorize Feedback

Organize feedback to understand what needs attention.

Common Categories:

Category	Description
Product Features	Requests for new features or improvements
Usability	Issues with navigation or user experience
Performance	Speed, bugs, system crashes
Customer Service	Feedback on interaction with support team
Pricing	Concerns or suggestions on cost/value
General Praise	Positive experiences or testimonials

---

4. Turn into Actionable Insights

Translate findings into priorities:

a. Prioritize Using Impact vs. Effort Matrix

Classify each issue:

• Quick Wins: High impact, low effort
• Major Projects: High impact, high effort
• Fill-ins: Low impact, low effort
• Postpone: Low impact, high effort

b. Report & Share

Create a summary report:

• Key themes
• User quotes
• Metrics
• Suggested actions

Use visuals (charts, word clouds) for better communication.

---

5. Act & Monitor

• Assign owners to action items
• Track implementation
• Re-collect feedback to evaluate impact