We allow users to give feedback through a link in the phase banner at the top of every page of the service.
The feedback form uses Google Forms to collect and store feedback. We no longer use Google applications so we needed to design a new form.
We’ve also added a link to give feedback on the confirmation page which users reach when they submit a referral.
How it works
Clicking ‘feedback’ in the phase banner or ‘Give feedback about this service’ from the confirmation page takes users to the feedback form.
There are 3 questions:
- How satisifed are you with the service?
- How can we improve the service?
- Can we contact you about your feedback?
Users must answer all 3 questions before they can send their feedback.
How satisifed are you with the service?
We’re asking for this so that we can track the satisfaction score. The options are:
- Very satisfied
- Satisfied
- Neither satisfied or dissatisfied
- Dissatisifed
- Very dissatisfied
How can we improve the service?
We’re asking for this so that we can understand the problems users are having.
Can we contact you about your feedback?
We’re asking for this so that we can contact users about their feedback and invite them to participate in user research.
The options are:
- Yes
- No
Selecting ‘Yes’ reveals an email address field. The user must fill it in before they can send their feedback.
Sending feedback
Clicking ‘Send feedback’ takes users to the confirmation page.
There’s a link which allows users to return to the report serious misconduct start page.
Further considerations
We’d like to consider:
- tracking which page the user was on when they went to give feedback
- whether we should associate the user details with the their feedback in order to add context to the feedback
Screenshots
Phase banner
Referral sent
Feedback form
Feedback sent
