Skip to content
New issue

Have a question about this project? Sign up for a free GitHub account to open an issue and contact its maintainers and the community.

By clicking “Sign up for GitHub”, you agree to our terms of service and privacy statement. We’ll occasionally send you account related emails.

Already on GitHub? Sign in to your account

Feedback link #117

Open
govuk-design-system opened this issue Jan 15, 2018 · 4 comments
Open

Feedback link #117

govuk-design-system opened this issue Jan 15, 2018 · 4 comments

Comments

@govuk-design-system
Copy link
Collaborator

@govuk-design-system govuk-design-system commented Jan 15, 2018

What

Let users leave feedback about a page

Why

  • What evidence do you have that it's needed by multiple services across government?

Anything else

@ashleyanderton
Copy link

@ashleyanderton ashleyanderton commented Dec 5, 2018

Does anybody have any analytics data on typical engagement with this?

We tried an alternative on Explore careers where we made the survey banner sticky and adjusted the design to accommodate. Currently seeing around 2% of users providing feedback through the Yes / No links. Just wondering how that compares to non sticky.

Visible here: https://beta.nationalcareersservice.direct.gov.uk/job-profiles/police-officer

image

Full write-up and further research can be found here:
https://docs.google.com/document/d/1GbEMdH578tnelCJQBy0o4Qn_JXRiMH2wmoiTboXmCys/edit?usp=sharing

@soupdragon99
Copy link

@soupdragon99 soupdragon99 commented Mar 19, 2019

Dropbox Paper audit

On 19th March 2019 the Design System team reviewed a Dropbox Paper document discussing the Feedback links pattern.

The aim was to reduce the number of places containing guidance and code by:

  • migrating relevant, useful content into the Design System itself
  • recording important research findings in the community backlog
  • removing the original Dropbox Paper page

Below is a record of the outcome of that review.

If you need to, you can see the original Dropbox Paper content in the internet archive.

Review outcomes

Combine the document history discussion on Dropbox Paper with this issue and remove the original Dropbox Paper page.

Feedback links

Overview

Improve your service by helping users tell you what they think of it.

When to use this pattern

All public beta or live services must have a feedback page so you can collect comments and measure user satisfaction.

Examples

GOV.UK information page feedback link

Here’s how the feedback links at the bottom of pages on GOV.UK work:

GOV.UK Service Manual page feedback link

On Service Manual pages the feedback form is combined with a simple yes/no link for tracking user satisfaction:

GOV.UK user survey

Every 50 page-loads we insert a banner: “Tell us what you think of GOV.UK – take the 3 minute survey". This takes you to this survey: https://www.surveymonkey.com/s/6HZFSVC

Related patterns

@terrysimpson99
Copy link

@terrysimpson99 terrysimpson99 commented Dec 2, 2019

On one service we eliminated the feedback link and put the feedback questions directly on the feedback page. The feedback rate jumped from 2.5% (average over 6 months) to 45% (average over 1 month).

Can anyone think of a significant disadvantage to putting feedback questions directly on the confirmation page?

@nickcolley
Copy link
Contributor

@nickcolley nickcolley commented Dec 2, 2019

@terrysimpson99 this pattern is used on many different types of pages, so I imagine putting them inline might not work so well for a generic use case.

Can anyone think of a significant disadvantage to putting feedback questions directly on the confirmation page?

However, you might want to consider raising your findings on the confirmation pages pattern page, perhaps we could consider updating that pattern with what you've found?

Sign up for free to join this conversation on GitHub. Already have an account? Sign in to comment
Linked pull requests

Successfully merging a pull request may close this issue.

None yet
6 participants