The feedback bar above the footer on every page of the website included the question “Is this page helpful?”, with “Yes” and “No” links that a user could select. Clicks on these links were captured as Google Analytics events.
We identified that this event functionality had stopped working, most likely as a result of switching to a new Google Tag Manager container.
We decided that this Yes / No feedback was not useful. Analysis of the data showed that only 0.05% to 0.09% of pageviews received this kind of feedback.
In addition, no context was captured. For example, if a user selected ‘No’ on the bursaries and scholarships page, we could not tell whether the page was lacking information, whether they were unhappy that no funding was available for their subject or whether there was another issue.
The feedback form is available for users to give us more detailed feedback, so we decided to remove the broken Yes / No options from the feedback bar rather than fix them.
