List common methods and occasions where agencies solicit feedback

[ryanwoldatwork]

Methods and Occasions of Feedback

Where in a user journey feedback is prompted for.

Website

• site-wide
• page specific
• intercept
• custom logic (after X seconds, after a specific browser event [eg: scrolling])
• newsletter signups (this is more communications than feedback)

Phone

• call-center help (more proactive and forward looking than feedback)
• phone call survey

Email

• post phone call or web session
• on a regular basis, as a user/customer of a Service or Product

SMS

• post phone call or web session

In-person

• user interview
• focus group (many users)
• paper survey
• happy/sad face kiosk

References

• https://methods.18f.gov/ - as another place for methods
• https://performance.gov/cx - as where the CX audience might be

[ryanwoldatwork]

Would be very cool to link to a live example for each of these.

via Norah