Understanding End-User Feedback

Updated 2 weeks ago by Max Smith-Gee

What is end-user feedback?

Whenever an end-user interacts with a Simpo Plus Tool, they are then prompted to provided feedback on that specific Tool. The end-user is provided with two options for giving feedback: Positive or Negative. The end-user will only be presented to give feedback when they have completed or clicked out of the Simpo Plus Tool.

Providing feedback is an optional behavior for end-users and they are not required to complete feedback when they complete a Simpo Plus Tool.

How and when do users give feedback?

Simpo Plus end-users are able to give feedback whenever they have interacted with a Simpo Plus Tool. For example, if an end-user completes a walkthrough, they are prompted with the question "Was this helpful - Yes or No". They then are able to select "yes" or "no", and depending on their choice, the end-user will get a different experience.

If the end-user provides positive feedback (i.e. selects "yes"), they will be prompted with a notification that says "Thanks for your feedback!", and the user is able to move on with their task.

If the end-user provides negative feedback (i.e. selects "no"), they are then prompted with the optional choice to submit further feedback via a free-text box entitled "Send us feedback". The end-user then has the ability to provide more detailed feedback on why they selected "no".

This is an optional choice for the end-user. They are not required to enter in additional information in order to proceed with their activity.

Where do feedback submissions get recorded?


Whenever an end-user completed a Feedback form, their submission gets recorded on the Feedback Dashboard as seen below. From the Dashboard, you are able to do several things: filter by specific User IDs, filter by "empty comments", export the data, and change the date collection period (i.e. 30 days).

From here, if you click on the "comment" icon on the right side of the page, you can then see exactly what was left by the end-user.

PRO TIP: Be sure to collect multiple data points when analyzing feedback. It is important to understand the 'pool' of end-users rather than putting too much weight on any one comment or piece of feedback.

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