The guidance on this page can help your agency implement the Digital Gov Strategy |
How to Collect Customer Feedback
To deliver a great customer experience, you must engage with your customers, listen to their feedback, and make improvements based on what you learn.
Plan: Define your customer service goals
- Determine why you are collecting feedback
- Get organizational buy-in
- Outline the scope of your survey
- Learn about common feedback options
- PRA fast track process
Implement: Use the right feedback tool
- Online surveys
- Post-transaction telephone surveys
- Comment cards
- Focus groups
- Website usability tests
- Open Government Citizen Outreach
- Employee Ideation Programs
- Understand the basics of survey and question design
Improve: Take action on your findings
Content Lead:
Alycia Piazza
Page Reviewed/Updated: September 11, 2012