We are reviewing feedback link

[hazalarpalikli]

We have completed our desk research and reviewed community feedback into the feedback link component. Our findings showed that it is not working well. We are creating this space to specifically ask the community for feedback on these topics:

• Are you asking for feedback somewhere else in your service? Why?
• If you are asking feedback in multiple places, how do they perform?
• How is the feedback link in the phase banner working for your service?

We will also share updates on this work using this space.

Important

We'd like to know your thoughts on this topic. Ways you can give us feedback on this:

• Add a comment to this discussion
• Give feedback to the Design System team by email
• Give feedback via the #govuk-design-system or by DM-ing me on UK Government Digital slack

You can also find the previous backlog issue for this work using this link.

[hazalarpalikli]

In addition to the questions above,

In our desk research, we found that lots of teams are using feedback in link the footer. If your service has the same solution, are you receiving feedback from the users about your service from the footer link? How is it performing?

[paulcronk]

I'm assuming you're asking about feedback on services rather than general GOV.UK content. We tend to see very little feedback about services at GDS except around things like One Login and the small number of services that end on the GOV.UK domain, like www.gov.uk/done/vehicle-tax. Those pages collect feedback and a rating from people who complete the service, so may be skewed towards success. I'm always impressed by the quantity of feedback we receive by that route. Looking at the last 10 days there were 186,000 views of that page and we received 15,800 pieces of text feedback. About an 8.5% response rate. The % giving a rating is much higher. The quality of the feedback is high; often very actionable. Far more so, and far more positive than the feedback we receive off GOV.UK content pages.

[murrlipp]

There's a whole thread here with some findings from an MOJ service that might be useful: ministryofjustice/moj-frontend#247

[SteveMilnes]

In DfE's patterns and components working group we've been developing on a pattern that gives us additional ways to collect feedback.

Anecdotally, teams told us they never really got anything back via the phase banner so we wanted to look at how we could improve response rates.

We asked teams across DfE about how they gathered feedback, and what did or did not work for them. Turns out we have had some great results through coding feedback forms into pages at the end of journeys. For example, one team have coded a feedback form into their confirmation pages and seen 3000+% increase in response rates.

We're in the final stages of drafting and reviewing our pattern guidance and publishing that in our design system. I'm happy to talk to anyone about it if that might be helpful @hazalarpalikli

[lewisdarlow-gds]

Thanks @SteveMilnes for sharing this it's super helpful. I don't think we've met before, I'm a fairly new Interaction Designer working at GDS 👋.

I just had a couple of questions if you have anything that will be super helpful. Currently we're looking at how can we help increase the amount of users giving feedback to a service which it feels like we're on a similar journey. I want to be able to measure response rates and improvements teams have made.

• So when it comes to the point you made around coding feedback into the confirmation page I'd be curious how many responses that team used to have vs what they now get with this new version and how many users they have. This is to help create a bit of a baseline.

• I'm also curious if there are any other big learnings you had from talking to teams across DfE on what users say about giving feedback, any research sharing would be super helpful.

[adyhoran-ops]

@hazalarpalikli do you have any insights you can share on how to ask for feedback on non-transactional / static websites?

My team is interested in using the feedback phase banner pattern on a guidance site they're building, but I'm not sure how many people will click the link

[hazalarpalikli]

Thanks @adyhoran-ops, I have spoken to you over slack but dropping a line here to say once again i'll share more insights once we find out more about this topic