1. Vision Statement
To become a leading centre of excellence in customer experience research, using data-driven insights to improve SayPro’s services, build lasting relationships, and empower communities through meaningful engagement.
2. Mission Statement
SayProCRR-3 is committed to gathering, analyzing, and responding to customer feedback across all SayPro platforms and services. Our mission is to ensure that every interaction reflects our core values of transparency, responsiveness, and respect.
3. Strategic Objectives
- Enhance Customer Experience: Improve satisfaction by collecting and acting upon real-time feedback.
- Drive Evidence-Based Decision Making: Use customer research to inform SayPro’s strategic and operational planning.
- Ensure Accountability: Provide regular customer insights reports to SayPro leadership and stakeholders.
- Promote Transparency: Publicly share customer satisfaction outcomes to foster trust.
- Improve Services Continuously: Implement feedback-driven innovations and service optimizations.
4. Core Values
- Responsiveness: Actively listen and respond to customer needs.
- Transparency: Maintain open communication about findings and actions.
- Inclusion: Ensure diverse voices are heard across all regions and demographics.
- Integrity: Uphold honesty and accuracy in data collection and reporting.
- Excellence: Commit to high standards in research, analysis, and impact.
5. Key Functions
- Customer Feedback Surveys (Online & Offline)
- Focus Groups & Community Dialogues
- Customer Support Experience Analysis
- Service Quality Assessments
- Social Media Listening
- Quarterly & Annual Satisfaction Reports
- Recommendations & Action Plan Development
- Customer Loyalty Index Tracking
- Complaint and Grievance Analysis
- Mystery Client/Beneficiary Audits
6. Organizational Structure
- Head of Customer Satisfaction Research
- Data Collection & Analysis Officers
- Community Engagement Coordinators
- Digital Insights Analyst
- Reporting & Knowledge Management Officer
- Monitoring & Evaluation Support Staff
7. Target Stakeholders
- SayPro Beneficiaries
- Donors and Funders
- Government Partners
- Community-Based Organizations
- SayPro Staff and Volunteers
- General Public
8. Tools & Platforms
- Online Survey Tools (Google Forms, SurveyMonkey, Typeform)
- CRM Systems (Salesforce, Zoho)
- Data Visualization Dashboards (Power BI, Tableau)
- Feedback Hotlines & Email Support
- Mobile SMS & USSD Survey Integration
- WhatsApp Business API Feedback Channels
- SayPro App Feedback Module
9. Impact Measurement KPIs
- Overall Customer Satisfaction Score (CSAT)
- Net Promoter Score (NPS)
- Service-Specific Feedback Ratings
- Response Time to Feedback
- Number of Feedback-Inspired Improvements
- Complaint Resolution Rate
- Stakeholder Trust Index
10. Implementation Phases
Phase 1: Planning & Capacity Building
Phase 2: Pilot Research & Baseline Surveys
Phase 3: Full-Scale Rollout (All SayPro Units)
Phase 4: Real-Time Reporting & Continuous Improvement
Phase 5: Annual Impact Assessment & Learning
📘 11. Risks and Mitigation
- Low Response Rates: Offer incentives and multi-language surveys.
- Data Privacy Concerns: Comply with POPIA and global data protection standards.
- Internal Resistance to Feedback: Promote a culture of continuous improvement.
- Inaccurate Data Collection: Train staff and use technology-assisted quality control.
📗 12. Partnership & Collaboration Strategy
- Collaborate with academic institutions for research methodology.
- Engage NGOs and community partners for grassroots feedback.
- Partner with tech companies for innovative data tools.
- Work with funders on strategic reporting and impact metrics.