4.3.1 Feedback

How it Works

Prompt for Feedback

Throughout your service journey, prompt users to provide feedback.

Feedback Form

This could be a dedicated page that opens in a new tab or a modal within the page. Provide a simple text area where users can input their thoughts and experiences. The prompt should be open-ended, such as "Tell us about your experience" or "How can we improve this page?"

Submit Button

Include a clear call to action button for submitting feedback. "Submit feedback" is an effective, straightforward choice.

Success Confirmation

After users submit their feedback, display a success message to let them know it was received successfully. This can be a simple statement like "Thank you, your feedback has been submitted."

Data you might collect

  • Page URL: This shows the specific page where the user submitted feedback, giving you context about what their comments may be referring to.

  • Referrer URL: This indicates the page the user visited before the current one, which could be useful for understanding the user's journey.

  • Device Information: This includes data like the user's operating system, browser type, and screen resolution, which can be helpful for troubleshooting technical issues.

  • Timestamp: Recording the time and date of the feedback can help identify issues that occur at specific times.

  • Session ID: If your system uses session IDs, collecting this can help you associate the feedback with a particular user session.

When to use this pattern

You should aim to collect feedback whenever possible, it can be helpful in identifying issues or areas for improvement from the user's perspective.

When not to use this pattern

At the end points of the user journey, you should use the satisfaction pattern.

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