SayPro Monthly January SCMR-5 SayPro Quarterly Classified User Support and Help Management by SayPro Classified Office under SayPro Marketing Royalty SCMR
Quarterly Targets: Enhancing Classified User Satisfaction
In alignment with SayPro’s commitment to operational excellence and stakeholder engagement, the following quarterly objective has been established for user support and help services managed under the SayPro Monthly January SCMR-5 and the SayPro Quarterly Classified User Support and Help Management program, overseen by the SayPro Classified Office and reported under the SayPro Marketing Royalty SCMR framework.
🎯 Primary Target: User Satisfaction Goal
Objective:
Achieve a 90% satisfaction rate in user support surveys for users interacting with the SayPro Classified Platform.
🧭 Target Background and Justification
SayPro’s Classified Platform serves a wide and diverse base of users, including job seekers, advertisers, service providers, and community members. Ensuring a positive user experience is critical to maintaining platform credibility, increasing repeat engagement, and encouraging user-generated content. A 90% satisfaction benchmark is a strategic target that reflects SayPro’s drive for excellence and positions the Classified platform as a trusted space.
📌 Key Performance Metrics (KPIs)
To track progress toward this quarterly goal, the following performance metrics will be monitored:
- Survey Completion Rate: At least 40% of support interactions should result in a completed survey.
- Positive Response Rate: 90% of all completed surveys must reflect a “Satisfied” or “Very Satisfied” rating.
- First Response Time (FRT): Maintain an average response time of under 2 hours for user queries.
- Resolution Time: Achieve an average resolution time of under 24 hours.
- Repeat Contact Rate: Keep re-opened or repeated support requests below 5%.
🛠️ Initiatives and Action Steps
To achieve the 90% user satisfaction target, the following strategic steps will be taken:
- User Support Staff Training (Jan – Week 1-2)
- Conduct quarterly training sessions focused on empathy, resolution techniques, and platform knowledge.
- Incorporate feedback from previous quarters into new training modules.
- Enhancement of Support Tools (Jan – Week 3)
- Upgrade internal ticketing systems to include automated follow-up prompts.
- Introduce AI-assisted chat support to reduce initial wait time.
- Monthly Support Performance Audits (Jan, Feb, Mar)
- Audit 20% of user support interactions monthly to ensure consistency and quality.
- Provide individual coaching sessions based on audit outcomes.
- Quarterly Survey Campaigns (End of Each Month)
- Launch end-of-month satisfaction surveys targeting users with support interactions.
- Offer small incentives to encourage survey participation.
- User Experience Improvements on Classified Platform (Ongoing)
- Fix known UX issues based on user feedback (e.g., navigation, ad posting flow).
- Publish monthly FAQ and “Help Spotlight” content to reduce support burden.
🔄 Review and Reporting Process
- Internal Progress Reviews: Bi-weekly internal check-ins by the Classified Office and SayPro Marketing Royalty SCMR teams.
- End-of-Quarter Report: Comprehensive performance report including:
- Survey statistics
- KPI outcomes
- Lessons learned
- Recommendations for next quarter
✅ Success Indicators
By the end of the quarter, success will be defined as:
- A minimum of 90% of support survey respondents rating their experience as “Satisfied” or higher.
- Positive user testimonials reflected in monthly feedback summaries.
- Decreased complaint escalations and reduced issue backlog.
This user-centric approach not only aligns with SayPro’s service excellence ethos but also fosters a loyal and engaged user base—crucial to the long-term success of SayPro’s Classified platform.
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