SayPro Continuous Brand Reputation Assessment Framework for SayPro

Identify Stakeholder Groups

• Customers: Users of SayPro’s products and services.
• Employees: Internal staff, contractors, and collaborators.
• Partners: Business partners, sponsors, collaborators.
• Public: General audience, media, communities impacted.

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2. Key Metrics & Data Sources

Stakeholder	Metrics to Monitor	Data Sources / Tools
Customers	– Customer satisfaction (CSAT) – Net Promoter Score (NPS) – Online reviews & ratings – Customer complaints & resolution time	– Surveys (email, in-app) – Social media listening tools – Review platforms – CRM data
Employees	– Employee engagement & satisfaction – Employee Net Promoter Score (eNPS) – Internal feedback (suggestions, concerns) – Turnover rates	– Internal surveys – HR feedback tools – Exit interviews – Intranet forums
Partners	– Partnership satisfaction – Renewal rate – Joint project feedback – Public perception of partnerships	– Partner surveys – Regular partnership review meetings – Joint performance reports
Public	– Media sentiment (positive/negative coverage) – Social media sentiment – Brand awareness & favorability – Community feedback	– Media monitoring services – Social listening platforms – Public surveys – Event feedback

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3. Methods of Data Collection

• Surveys & Polls: Regularly scheduled quantitative and qualitative surveys tailored per stakeholder group.
• Social Media Monitoring: Use tools like Brandwatch, Hootsuite, or Talkwalker to track mentions, sentiment, and trends.
• Feedback Channels: Maintain open lines such as suggestion boxes, feedback forms, and direct communication.
• Media Monitoring: Track press releases, news articles, and blog posts about SayPro.
• Employee Engagement Platforms: Use tools like Officevibe, CultureAmp, or internal platforms for continuous employee feedback.
• Customer Support Data: Analyze complaints, queries, and resolutions logged through helpdesks or CRM systems.

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4. Frequency & Reporting

Activity	Frequency	Reporting Format
Customer satisfaction surveys	Quarterly	Dashboard, summary report
Employee engagement surveys	Bi-annual	Presentation to management
Partner feedback sessions	Bi-annual / Annually	Partnership review reports
Social media and media monitoring	Weekly / Monthly	Sentiment analysis report
Public brand awareness surveys	Annually	Detailed public perception report

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5. Action & Improvement Loop

Reassess: Track impact of changes in next cycle.

Analyze Data: Identify strengths, weaknesses, opportunities.

Engage Stakeholders: Share insights and gather direct feedback.

Implement Improvements: Adapt communications, policies, or services.

Communicate Changes: Ensure transparency to rebuild or maintain trust.