SayPro Website Data & Feedback Analysis Report

Task: Compile and Analyze Website User Data & Customer Feedback
Department: SayPro Economic Impact Studies Research Office
Oversight: SayPro Research Royalty
Reporting Period: Monthly (e.g. June 2025)
Linked Project: SCRR-21 – Market Fit and Customer Alignment

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1. 🎯 Purpose

This task aims to extract actionable insights from SayPro’s digital platform usage data and customer feedback logs to:

• Track how users navigate SayPro’s services online
• Identify drop-off points, frequently accessed features, and unmet needs
• Integrate findings into service redesign, onboarding improvements, and content strategy

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2. 📂 Data Sources to Compile

Source	Description	Tool / Access Point
Google Analytics / GA4	User traffic data, session behavior, location	analytics.saypro.org / GA dashboard
SayPro Feedback Widget	User-submitted questions, complaints, comments	Web feedback module (linked to CRM)
CRM Chat Logs & Inquiries	Real-time queries and support issues	SayPro LiveChat archive / Helpdesk Export
Exit Survey Data	Feedback from users leaving the site or closing sessions	Embedded forms / Typeform export
User Journey Maps	Tracked click paths, drop-off points, conversion steps	Behavior Flow tool / Hotjar / Mixpanel

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3. 📊 Data Compilation and Metrics to Analyze

A. Quantitative Web Analytics (from GA4 or equivalent)

Metric	Insight Purpose
Pageviews per Feature	Which services/tools attract the most traffic
Bounce Rate by Page	Where users are dropping off
Session Duration & Depth	How long users engage and what they explore
Geo-location Heatmap	Regional demand and traffic intensity
Device/Browser Analysis	Accessibility and mobile responsiveness
Conversion Funnel Performance	% of users who register, apply, or enroll

B. Qualitative Feedback (from Chat, Forms, etc.)

Source	What to Extract	Use for…
Feedback Widget	Common requests, complaints, pain points	Product improvement, FAQs
LiveChat Logs	Confusion patterns, recurring help topics	UX redesign, help center improvement
Exit Surveys	Reasons for leaving, unmet expectations	Market fit gaps, user guidance
Search Queries	What users are trying to find but cannot	Navigation and content optimization

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4. 📈 Analysis Techniques

A. Thematic Coding of Feedback

• Use tools like Excel, NVivo, or GPT-4 to group feedback into themes:
  Navigation Issue, Service Relevance, Language Barrier, Pricing Confusion, Value Clarity

B. Trend Mapping

• Identify the top 5 recurring issues per month
• Detect growth/decline in service interest by tracking page view trends over 90 days

C. Segment-Based Analysis

• Compare user behavior and feedback by customer segment:
  Students, SMEs, Government Agencies, NGOs, Job Seekers

D. Clickstream Flow Analysis

• Map popular vs. underused paths on the website to improve UX and CTA placement

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5. 📝 Reporting Format

Compile the analysis into a monthly SayPro Website Interaction Insight Report, including:

Section	Content Example
Executive Summary	“Users from Francophone Africa experience high bounce rates…”
Traffic Overview (with charts)	Top 10 pages by visits, time spent
Feedback Themes Summary	5 most-reported issues, 5 most-praised features
Customer Quotes (anonymized)	“The pricing model is unclear for small NGOs…”
Recommendations	“Add multilingual toggle, simplify registration UX, improve FAQ”
Appendices	Full feedback logs, heatmaps, detailed click path charts

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6. 📌 Use of Insights

The insights from this analysis will:

• Feed directly into SCRR-21 Market Fit Reports
• Support monthly SayPro review meetings
• Guide product and content development
• Enable customer segmentation and personalization improvements

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7. 🗃️ Storage & Archiving

• Store raw data exports in the SayPro Web Data Repository on SharePoint
• Archive coded feedback in the Customer Feedback Master Sheet
• Link reports to SCRR-21 monthly logs and dashboards
• Ensure data is anonymized in line with SayPro’s Privacy Policy

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✅ Tools and Templates to Use

Tool/Template Name	Purpose
SayPro Web Data Summary Template	Standard format for monthly traffic reports
Feedback Analysis Sheet	Thematic coding and tagging for feedback
Heatmap & Clickpath Chart Templates	Visualize user navigation and friction areas
SayPro Feedback Archive Tracker	Version control and audit trail