Events and Calendar – SayProCRR-3 SayPro Customer Satisfaction Research Office
The Events and Calendar of the SayPro Customer Satisfaction Research Office ensures timely, structured, and strategic planning of surveys, data collection, reporting, and stakeholder engagement to continuously monitor and improve customer satisfaction across SayPro services and programs.
Monthly Activities
- Monthly Customer Satisfaction Surveys
- Launch and distribute digital and in-person surveys to clients and beneficiaries.
- Focus areas: service delivery, responsiveness, accessibility, and impact.
- Feedback Analysis & Reporting Session
- Analyze collected data from all surveys and feedback channels.
- Share monthly customer satisfaction reports with relevant departments.
- Customer Listening Forums
- Host virtual or in-person listening sessions to hear from clients directly.
- Themes vary monthly to focus on specific services (e.g., training, events, support).
- Internal Departmental Briefings
- Present key insights to SayPro teams and suggest action points.
Quarterly Activities
- Quarterly Satisfaction Score Benchmarking
- Evaluate progress against previous quarters.
- Compare internal benchmarks with industry/customer service standards.
- Focus Group Discussions (FGDs)
- Organize targeted FGDs with different client segments (youth, partners, community leaders).
- Collect in-depth qualitative feedback.
- Net Promoter Score (NPS) Survey
- Assess customer loyalty by measuring willingness to recommend SayPro.
- Innovation & Improvement Workshops
- Collaborate with service teams to co-create improvements based on feedback.
Biannual Events
- Customer Experience Review Conference
- A semi-annual event to present trends, challenges, and achievements in customer satisfaction.
- Invite stakeholders, partners, and key clients.
- Satisfaction Data Audit
- Conduct a thorough review of data collection tools, methods, and accuracy.
- Improve quality and reliability of insights.
Annual Activities
- Annual Customer Satisfaction Report Launch
- Publish a comprehensive report analyzing satisfaction trends, issues, and resolutions.
- Share with board members, funders, and the public.
- SayPro Excellence in Service Awards
- Recognize departments and staff with the highest satisfaction scores or improvements.
- Customer Research Strategy Planning Retreat
- Annual planning retreat to revise satisfaction research objectives, tools, and priorities.
- Partnership Feedback Forum
- Engage external partners and stakeholders in structured feedback and collaboration sessions.
Ad-hoc Events
- Crisis Response Surveys
- Immediate deployment of feedback tools in response to service disruptions or complaints.
- Pilot Program Evaluation Events
- Gather customer insights during new project rollouts or pilot tests.
- Platform and System Feedback Days
- Dedicated events for collecting feedback on SayPro’s digital platforms and user interfaces.