Template Type: Feedback Analytics Scorecard
Purpose: Track and analyze user loyalty and satisfaction
Designed For: SayPro Service Units, Digital Products, Campaigns, HR Initiatives
Reporting Period: [Insert Month or Date Range]
Prepared By: [Team Name or Officer]
1. Scorecard Summary
| Metric Name | Score | Target | Status |
|---|---|---|---|
| Net Promoter Score (NPS) | [e.g., 42] | [e.g., 35+] | ✅ Above Target |
| CSAT Score (%) | [e.g., 88%] | [e.g., 85%+] | ✅ Meets Goal |
| Total Respondents | [e.g., 385] | N/A | 📈 Consistent |
| Period Measured | [e.g., Feb 2025] |
Green = On track; Yellow = Watch zone; Red = Below target
2. NPS Breakdown
Question Asked:
“How likely are you to recommend SayPro to a colleague or friend?”
Scale Used:
0–10 (with the following categories)
| Category | Score Range | Respondents | Percentage (%) |
|---|---|---|---|
| Promoters | 9–10 | [e.g., 195] | [e.g., 50.6%] |
| Passives | 7–8 | [e.g., 110] | [e.g., 28.6%] |
| Detractors | 0–6 | [e.g., 80] | [e.g., 20.8%] |
NPS Formula:
NPS = %Promoters - %Detractors
Result: [e.g., 50.6% – 20.8% = 29.8 → Rounded = 30]
Visualization: Use a horizontal bar graph or stacked bar chart for segment comparison.
3. CSAT Breakdown
Question Asked:
“How satisfied are you with your experience with SayPro?”
Scale Used:
1 = Very Dissatisfied → 5 = Very Satisfied
| Rating | Responses | Percentage (%) |
|---|---|---|
| 5 – Very Satisfied | [e.g., 210] | [e.g., 55%] |
| 4 – Satisfied | [e.g., 130] | [e.g., 34%] |
| 3 – Neutral | [e.g., 25] | [e.g., 6%] |
| 2 – Dissatisfied | [e.g., 10] | [e.g., 3%] |
| 1 – Very Dissatisfied | [e.g., 10] | [e.g., 2%] |
CSAT Formula:
CSAT % = (# of 4 + 5 ratings) ÷ total responses × 100
Result: [e.g., (210+130)/385 = 88.3%]
Visualization: Use a donut chart or satisfaction meter.
4. Key Insights
| Insight Type | Observation | Action Recommended |
|---|---|---|
| Strength | High promoter rate in field teams | Maintain monthly check-ins |
| Concern | Low NPS from new interns | Improve onboarding experience |
| Neutral Feedback Gap | Many respondents scoring 7–8 (passive) | Encourage more engagement points |
| High CSAT correlation | Found among teams using SayPro Chatbot | Expand use across departments |
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