4.3.3 Satisfaction
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Development
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At the end point of the user journey, prompt users to rate their experience. This should be a simple rating scale (1-5) or a binary satisfied/dissatisfied question.
Following the rating, provide a text field for users to share more details about their experience. Prompt users with an open-ended question like, "How could we improve your experience?"
Include a clear 'submit' button to finalise their feedback.
Display a success message after submission, thanking them for their feedback.
User Satisfaction Score: The user's response to the satisfaction rating question.
Feedback Text: The user's response to the open-ended feedback question.
Page URL: The URL of the page from which the feedback was submitted.
Session ID: Identifies the particular user session, for associating feedback with specific user journeys.
Consider adding questions to your satisfaction survey to gain deeper insights:
Did you accomplish what you intended to do in this session? Helps understand if the user journey was effective and efficient
Use this pattern at the end of a user journey to collect valuable feedback about user experiences. Be aware that user satisfaction is biased to users that reach an end-point of a service.
