Target Area: Customer Satisfaction (CSAT)
Target Title: SayPro CSAT Performance Goal
Quarter: [Insert e.g., Q2 2025]
Owner: Customer Experience (CX) Team / Monitoring & Evaluation (M&E)
Target Objective
Maintain a minimum Customer Satisfaction Score (CSAT) of 8 out of 10 across all SayPro services, interactions, and digital tools for the quarter.
What is CSAT?
CSAT (Customer Satisfaction Score) is a key performance metric that reflects how satisfied users are with a specific interaction, product, or service.
How it’s measured:
Typically based on a single survey question:
“How satisfied were you with your experience?”
Rating: 1 (Very Dissatisfied) to 10 (Very Satisfied)
Formula:
CSAT Score = (Sum of all CSAT ratings ÷ Total responses)
Example:
(8.2 + 7.9 + 8.4 + 9.1 + 7.8) ÷ 5 = 8.28/10
Performance Indicators
- Minimum Acceptable Average: 8.0 / 10
- Ideal Target Range: 8.5 – 9.2
- Below 7.5 = Investigate and escalate
Data Collection Channels
| Touchpoint | Survey Method | Frequency |
|---|---|---|
| Post-training sessions | CSAT popup or SayPro Form Builder | Immediately after |
| Website tool usage | In-app survey widget | Ongoing |
| Support/helpdesk interactions | Follow-up email or chatbot prompt | Within 24 hours |
| Ad or content engagement | Ad Interaction Survey | Weekly |
| Internal staff systems (HR, IT) | Internal feedback form | Monthly |
Tools & Templates to Use
- SayPro NPS & CSAT Scorecard Template
- SayPro Feedback Form Builder (with rating scale)
- SayPro Monthly Feedback Analytics Dashboard
- Optional: Google Forms or Typeform for external channels
Strategies to Maintain/Improve CSAT
| Strategy | Owner/Team | Status |
|---|---|---|
| Simplify user journeys on digital tools | UX & Dev Team | In progress |
| Provide faster response to support tickets | Support Desk | Ongoing |
| Trigger follow-up when low scores are received | M&E + CX Team | Planned |
| Acknowledge user suggestions in updates | Comms / Digital | Active |
Monitoring & Reporting Timeline
| Week/Month | Activity |
|---|---|
| Week 1 | Validate and configure CSAT tracking tools |
| Weekly | Collect and review new CSAT data |
| Monthly | Aggregate CSAT scores and compare trends |
| End of Quarter | Include results in CSAT Trend Summary |
Reporting Requirements
- Weekly insights via SayPro Dashboard
- Monthly CSAT Analysis Report
- Final quarterly score to be reported in the SayPro Quarterly Trend Summary Template
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