At the U.S. Department of Health and Human Services, the Digital Communication Division has a long-running program for collecting user feedback which has evolved from a custom solution that we developed in-house (Voice-of-the-Consumer) to a subscription-based, commercial-off-the-shelf product (Qualtrics).
We use Qualtrics to present the customer satisfaction surveys that are available on every page of HHS.gov, as well as search results pages. Users can answer yes or no questions that are used to calculate quantitative satisfaction scores and they can also submit free text comments for qualitative feedback. Additionally, we used Drupal webforms to present a “Report a Website Problem” form on our “Contact Us” page where users can report issues they find on HHS.gov.
We track feedback from both sources and address them as quick fixes that can be handled by our ticketing team members or more complex issues that need to be more closely followed up.
Attendees will learn about advantages and pitfalls of these approaches and how they can adapt them for their website whether they have a big budget or no budget at all for a user feedback tool.