Organizational considerations for organizing CX and feedback

An organization may choose to have a single form for many websites or sections of sites, and add all the users to it.

This creates a high coordination-cost between the website(s) and Touchpoints form.

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An organization may choose to have a multiple forms for many websites or sections of sites, and add all the users to each form.

This creates a less coordination-cost between the website(s) and Touchpoints form, and improves how feedback channels are aligned with users.

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An organization may choose to have a single form for many websites or sections of sites, and add only specific CX users to the form's permissions, and handle the coordination of feedback to the website users outside of Touchpoints. This creates the lowest coordination-cost and establishes visibility and ownership of feedback, yet relies on human communication and action to be responsive to feedback.

This creates a less coordination-cost between the website(s) and Touchpoints form, and improves how feedback channels are aligned with users.

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