Reporting Period: 1–29 February
Report Prepared by: SayPro Analytics & Marketing Team
Data Sources:
- Customer Feedback Surveys (web, email, in-app)
- Live Chat & CRM Logs
- Social Media Comments & Reviews
- Google Ads, Facebook Ads, LinkedIn Ads
- SayPro Analytics Platform (Real-time Data Dashboard)
1. Executive Summary
- Overall Sentiment: Slightly positive with improvement over January.
- Net Promoter Score (NPS): Increased from +28 in January to +34 in February.
- Top Positive Themes: Responsive customer service, streamlined registration.
- Top Negative Themes: Website speed issues, unclear pricing structure.
- Ad Campaign Performance: CTRs improved by 17%, and conversions increased by 11% month-over-month.
- Best Performing Channel: Facebook Ads (highest ROI and engagement).
2. Customer Sentiment Analysis
2.1. Quantitative Metrics
| Metric | February | Change from January |
|---|---|---|
| Total Feedback Submissions | 1,850 | +12% |
| Positive Feedback (%) | 66% | +4% |
| Neutral Feedback (%) | 22% | -2% |
| Negative Feedback (%) | 12% | -2% |
| Net Promoter Score (NPS) | +34 | ↑ +6 pts |
2.2. Sentiment Trends
- Week 1–2: Spike in positive feedback due to new onboarding tutorials.
- Week 3: Slight dip in satisfaction due to temporary technical downtime.
- Week 4: Recovery as system uptime was restored and communications improved.
2.3. Topic Breakdown (Open-Ended Feedback)
| Theme | Sentiment | % Mentioned |
|---|---|---|
| Customer Support | Positive | 34% |
| Website Performance | Negative | 22% |
| Service Clarity | Mixed | 18% |
| Pricing & Fees | Negative | 14% |
| Mobile App Usability | Positive | 12% |
2.4. Key Quotes from Respondents
“The support team was incredibly fast and helpful. Really appreciated!”
“I got lost in the pricing details — too many options without enough explanation.”
“Loving the app updates. Much smoother now!”
3. Ad Performance Overview
3.1. Overall Performance Metrics
| Metric | February | Change from January |
|---|---|---|
| Total Ad Spend | $8,500 | +6% |
| Total Impressions | 1,200,000 | +10% |
| Click-Through Rate (CTR) | 2.8% | +17% |
| Conversions | 1,320 | +11% |
| Cost Per Click (CPC) | $0.55 | -5% |
| Return on Ad Spend (ROAS) | 3.4x | +8% |
3.2. Channel Breakdown
A. Facebook/Instagram Ads
- Spend: $3,500
- CTR: 3.2%
- Conversions: 560
- ROAS: 3.9x
Insight: Best-performing creatives were testimonial videos and limited-time offer banners.
B. Google Ads (Search & Display)
- Spend: $2,800
- CTR: 2.4%
- Conversions: 420
- ROAS: 3.2x
Insight: “Affordable training near me” was the top converting keyword.
C. LinkedIn Ads
- Spend: $2,200
- CTR: 1.9%
- Conversions: 340
- ROAS: 2.7x
Insight: Career development posts resonated well with professional audiences.
4. Insights & Recommendations
4.1. Customer Sentiment
- Address website performance concerns: Conduct speed audits and optimize load times.
- Update pricing page with simplified explanations and visual breakdowns.
- Continue leveraging customer testimonials to build trust.
4.2. Advertising
- Increase spend on Facebook for upcoming campaigns with proven creatives.
- Experiment with retargeting ads on Google and LinkedIn to capture lost leads.
- Run A/B tests on ad copy focusing on clear value propositions and urgency.
5. Upcoming Action Plan for March
- Deploy customer experience survey post-purchase
- Launch mobile app satisfaction poll
- Optimize ad campaign landing pages
- Incorporate AI sentiment summaries into weekly dashboards
- Monitor newly deployed pricing page for impact on conversion rates
Appendices
- Appendix A: Full Sentiment Heatmap by Region
- Appendix B: Conversion Funnel for Ads (February)
- Appendix C: Feedback Word Cloud
- Appendix D: Clickmap of Website CTAs
Conclusion
In February, SayPro saw noticeable improvement in both customer satisfaction and ad engagement. Strategic shifts in marketing and customer service paid off, and actionable feedback from users is already being used to guide platform enhancements. The focus in March will be on refining digital experiences, boosting ad efficiency, and resolving recurring customer concerns.
Would you like a PowerPoint slide version of this report, or an editable template you can customize each month?A
Leave a Reply