📊 SayPro Key Performance Indicators (KPIs) Framework

📌 Core KPIs for Measuring SayPro’s Service Quality & Performance

1️⃣ Service Quality Ratings

✔ Definition: Measures the overall quality of services provided by SayPro, based on internal and external assessments.
✔ Formula: Service Quality Score=Total Positive ReviewsTotal Reviews Collected×100\text{Service Quality Score} = \frac{\text{Total Positive Reviews}}{\text{Total Reviews Collected}} \times 100

✔ Target Benchmark: 85%+ positive ratings
✔ Tracking Method: Customer feedback surveys, internal QA evaluations

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2️⃣ Response Times

✔ Definition: Measures the time taken by SayPro’s teams to respond to service requests, inquiries, or support tickets.
✔ Formula: Average Response Time=Total Response TimeNumber of Requests\text{Average Response Time} = \frac{\text{Total Response Time}}{\text{Number of Requests}}

✔ Target Benchmark: First response within 24 hours for general inquiries and 1 hour for urgent requests
✔ Tracking Method: Helpdesk software, CRM reports

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3️⃣ First-Contact Resolution Rate (FCR)

✔ Definition: Measures the percentage of customer inquiries or issues resolved during the first interaction without the need for follow-ups.
✔ Formula: FCR Rate=Issues Resolved on First ContactTotal Issues Reported×100\text{FCR Rate} = \frac{\text{Issues Resolved on First Contact}}{\text{Total Issues Reported}} \times 100

✔ Target Benchmark: 70%+
✔ Tracking Method: Customer service logs, support ticket analysis

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4️⃣ Customer Satisfaction Score (CSAT)

✔ Definition: Evaluates customer satisfaction with SayPro’s services based on post-service surveys.
✔ Formula: \text{CSAT Score} = \frac{\text{Total Positive Responses (4 & 5 ratings)}}{\text{Total Responses Collected}} \times 100

✔ Target Benchmark: 85%+
✔ Tracking Method: Customer feedback surveys, service rating forms

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5️⃣ Net Promoter Score (NPS)

✔ Definition: Measures customer loyalty and the likelihood of them recommending SayPro’s services to others.
✔ Formula: NPS=% Promoters−% Detractors\text{NPS} = \% \text{ Promoters} – \% \text{ Detractors}

Categories:
🔹 Promoters (9-10 rating) – Highly satisfied customers
🔹 Passives (7-8 rating) – Neutral customers
🔹 Detractors (0-6 rating) – Unhappy customers

✔ Target Benchmark: NPS score +50 or higher
✔ Tracking Method: NPS surveys conducted after service interactions

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📌 Summary of KPI Tracking

KPI	Formula	Target Benchmark	Tracking Frequency	Data Source
Service Quality Ratings	(Positive Reviews / Total Reviews) × 100	85%+	Monthly	Surveys, QA checks
Response Times	Total Response Time / Number of Requests	<24 hrs (General), <1 hr (Urgent)	Weekly	Helpdesk, CRM
First-Contact Resolution Rate (FCR)	(Issues Resolved on First Contact / Total Issues) × 100	70%+	Monthly	Service logs, ticketing system
Customer Satisfaction Score (CSAT)	(Positive Responses / Total Responses) × 100	85%+	After each service interaction	Surveys
Net Promoter Score (NPS)	% Promoters – % Detractors	+50 or higher	Quarterly	NPS surveys

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