SayPro Customer Feedback Report Template

Report Title: Customer Feedback Analysis – [Department/Project Name]
Reporting Period: [Month/Quarter/Year] | Prepared By: [Your Name/Team]

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1. Executive Summary

• Purpose: Brief overview of the report’s goals (e.g., “Analyze customer feedback to improve service quality”).
• Key Insights:
  • Top 3 positive trends (e.g., “85% satisfaction with product quality”).
  • Top 3 areas for improvement (e.g., “15% complaints about slow response times”).
• Comparison: Trends vs. previous period (e.g., “10% increase in positive sentiment”).

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2. Feedback Overview

A. Data Sources & Volume

Source	Responses	Time Frame	Notes
Surveys	1,200	Jan-Mar 2024	Post-purchase emails
Social Media	950	Jan-Mar 2024	Twitter, Facebook
Support Tickets	700	Jan-Mar 2024	Chat/email logs

B. Sentiment Breakdown

• Overall Sentiment:
  • 😊 Positive: 70%
  • 😐 Neutral: 20%
  • 😞 Negative: 10%
  • Visual: Pie chart or stacked bar graph
• Sentiment by Channel:

Channel	Positive	Neutral	Negative
Surveys	75%	15%	10%
Social Media	60%	25%	15%
Support	65%	20%	15%

• Visual: Horizontal bar chart

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3. Detailed Feedback Analysis

A. Positive Feedback Highlights

• Top Praised Areas:
  1. Product Quality (80% positive) → “The product exceeded my expectations!”
  2. Customer Service (75% positive) → “Agent was patient and resolved my issue quickly.”
• Trends: Improvement from last quarter (e.g., “+12% in service satisfaction”).

B. Negative Feedback & Pain Points

• Most Common Complaints:
  1. Slow Response Times (25% of negative feedback) → “Waited 48 hours for email reply.”
  2. Website Usability (20%) → “Checkout page crashed twice.”
• Urgency Level:
  • 🔴 Critical: Immediate action needed (e.g., website bugs).
  • 🟡 Moderate: Process adjustments (e.g., reduce response time).

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4. Visual Data Representation

A. Customer Satisfaction Trends

• Line graph: Show monthly changes in satisfaction scores.
• Example: “Satisfaction dropped in February due to shipping delays.”

B. Word Cloud

• Visual: Highlight most frequent words in feedback (e.g., “fast,” “friendly,” “slow,” “frustrated”).

C. Heatmap of Issues by Region

• Table/Map: Geographic distribution of complaints (e.g., “Delivery delays highest in Region X”).

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5. Actionable Recommendations

Priority	Issue	Proposed Solution	Owner	Deadline
🔴 High	Slow email responses	Hire additional support staff	HR	Apr 2024
🟡 Medium	Checkout errors	IT bug-fixing sprint	Tech Team	May 2024
🟢 Low	Packaging complaints	Eco-friendly material trial	Logistics	Q3 2024

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6. Conclusion & Next Steps

• Summary: Recap key findings and actions.
• Follow-Up: Plan for re-evaluation (e.g., “Next report due July 2024”).

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Template Notes:

• Tools Used: [Excel, Power BI, SurveyMonkey, etc.]
• Audience: Leadership, Customer Support, Product Teams.
• Attachments: Raw data, full survey responses, detailed charts.

Why This Works:

• Clear Structure: Easy to skim for executives.
• Data-Driven: Charts and tables justify decisions.
• Action-Oriented: Links insights to solutions.