SayPro Monthly Research Plan: Common Customer Service Issues
1. Research Objective
To identify, analyze, and track recurring customer service issues experienced by users, clients, and stakeholders interacting with SayPro services or products, in order to inform improvements and training.
2. Research Methods
- Surveys
- Monthly online surveys distributed to customers and staff
- Questions focused on service experience, resolution time, communication quality, etc.
- Feedback Forms
- Embedded in SayPro digital platforms (e.g., after service completion)
- Social Listening
- Analyze comments/complaints from social media and digital channels
- Live Chat & Call Logs Analysis
- Review transcripts and categorize recurring problems
- Internal Staff Interviews
- Collect frontline staff insights on frequent issues
3. Monthly Research Workflow
| Week | Task |
|---|---|
| Week 1 | Distribute survey, collect open feedback, extract chatbot/call center data |
| Week 2 | Code responses using SayPro GPT and categorize issues |
| Week 3 | Analyze trends and frequency of issues |
| Week 4 | Compile monthly report and share with management/training teams |
4. Common Issue Categories (Baseline)
Start with these categories and update monthly:
- Response delays
- Unresolved complaints
- Staff attitude
- System errors
- Lack of follow-up
- Miscommunication or unclear instructions
- Difficulty accessing services
5. Outputs
- Monthly Report: Includes key stats, trends, and top 5 recurring issues
- Issue Tracker Dashboard: Updated monthly and accessible to SayPro teams
- Training Needs Assessment: Recommendations for staff development
- Process Improvement Suggestions: Based on findings
6. Tools & Integration
- SayPro Survey System
- SayPro GPT for response analysis
- SayPro SCRR-33 workspace for uploading insights
- CRM and Call Center systems for data extraction
7. Stakeholder Collaboration
- Customer service teams
- Product improvement teams
- Policy and quality assurance departments
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