SayPro Feedback Implementation: At least 80% of user feedback for feature improvements should be addressed within the quarter from SayPro Monthly February SCMR-17 SayPro Quarterly Marketplace Features by SayPro Online Marketplace Office under SayPro Marketing Royalty SCMR
Strategic Goal
- Primary KPI: Minimum 80% of user-submitted feedback—specifically tied to new and optimized features—must be resolved or addressed (via fixes, updates, or decisions) before the close of the current SCMR-17 quarter.
- Feedback Scope: Applies to bugs, usability issues, enhancement suggestions, accessibility concerns, and content/data accuracy reports.
Features in Focus for Feedback Integration
| Feature Name | Feedback Channel Active |
|---|---|
| SayPro Express Job Application System | ✅ |
| Smart Course Comparator | ✅ |
| Revamped Course Enrollment Interface | ✅ |
| AI Search Filter Enhancements | ✅ |
| Vendor Profile Performance Dashboard | ✅ |
Feedback Collection Channels
| Source | Integration | Frequency of Collection |
|---|---|---|
| In-App Feedback Widget | SayPro Feedback API | Real-time |
| Post-Feature Surveys | Typeform | Weekly |
| Support Tickets (Zendesk) | CRM & Help Desk | Daily |
| User Testing Reports | QA/UX Testing Logs | Bi-weekly |
| Social Listening | SayPro Community | Weekly |
Feedback Triage & Prioritization Framework
1. Categorization
All feedback is tagged as one of the following:
- Critical: Bugs, outages, core feature failures
- High: Functional issues, major UI/UX concerns
- Moderate: Suggestions, clarity, convenience upgrades
- Low: Minor interface issues, cosmetic updates
2. Action Plan for Resolution
| Feedback Category | Time to Acknowledge | Time to Resolve/Address |
|---|---|---|
| Critical | Within 6 hours | Within 24–48 hours |
| High | Within 24 hours | Within 3–5 days |
| Moderate | Within 48 hours | Within 7–10 days |
| Low | Within 72 hours | Within 14 days or next release cycle |
Feedback Processing Workflow
- Collection → Centralized dashboard collects and categorizes incoming feedback.
- Triage → Product Ops and UX teams evaluate severity and impact.
- Assignment → Assigned to development or support teams as tickets.
- Action → Feedback is either implemented, queued, or marked as non-applicable (with reasoning logged).
- User Notification → Users are updated when feedback is resolved or considered.
Quarterly Feedback Metrics
| Feedback KPI | Target Value |
|---|---|
| % Feedback Acknowledged Within 48 Hours | ≥ 90% |
| % Feedback Addressed/Resolved (Q Total) | ≥ 80% |
| Avg. Time from Feedback to Resolution | ≤ 7 days |
| % Feedback Resulting in Product Changes | ≥ 60% of actionable items |
Example Feedback Breakdown (February – March SCMR-17)
| Feature | Feedback Items | Addressed | Implementation % |
|---|---|---|---|
| Express Apply | 42 | 38 | 90.5% |
| Course Comparator | 28 | 21 | 75.0% |
| Enrollment Interface | 33 | 27 | 81.8% |
| AI Search Filter | 24 | 21 | 87.5% |
| Vendor Dashboard | 16 | 13 | 81.3% |
Total Feedback Received: 143
Total Resolved/Addressed: 120
Resolution Rate: 83.9% (on track)
Continuous Improvement Measures
- Weekly Review Cycle: UX/Product teams meet every Friday to review feedback stats.
- “Voice of the User” Committee: Monthly focus group involving real users to prioritize upcoming fixes.
- Feedback Transparency Board: In-app public tracker (like a roadmap) showing progress on suggestions.
Feedback That Will Not Be Addressed (Transparency Policy)
- Non-actionable feedback (e.g., unclear, duplicate)
- Suggestions outside scope of current product roadmap
- Feature requests requiring integration with non-SayPro services without existing agreements
All such feedback is archived with reasoning, and users are notified via the feedback portal.
Reporting Roles & Responsibilities
| Team | Responsibility |
|---|---|
| UX & Product Ops | Feedback intake, triage, and prioritization |
| Dev & QA Teams | Implement fixes, validate resolutions |
| Support & CRM | User communication and tracking closure |
| Marketing & Comms | Public roadmap updates and changelog |
Success Criteria
- Minimum of 80% of relevant user feedback addressed within SCMR-17.
- Resolved items reflected in patches, releases, or design updates.
- Feedback-to-feature correlation logged for reporting and audits.