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Feedback lifecyle
Communication is a loop. Below are repeatable steps that outline the general lifecycle for any given piece of feedback.
First, the user finds a web form and kindly provides feedback.
Upon submission, the user receives the Form's Success message and the customizable success_text.
This is your first opportunity to provide meaningful direction and context for your user.
When a user submits a response,
the agency receives a Submission,
which has a aasm_state equaling received.
The system has captured a given piece of feedback. This is similar to receiving an email with an "unread" status.
A human looks at the feedback and updates the state to
acknowledged.
This enables reporting to differentiate between received and acknowledged responses.
After a feedback item is acknowledged, what needs to happen with it?
- What department?
- What division?
- What team?
- What product?
- What point of contact?
- What contractor?
Each feedback item may be processed in a different way.
Touchpoints will not be tracking that level of detail at this time;
however, the dispatched state is designed to be used when an Agency staff member has delegated a task item to be completed in response to the feedback.
Responses in a dispatched state can be thought of as: These things are still open items that need a response, so I, the agency staffer, can communicate back to the person who submitted this feedback.
To close the loop on feedback, consider sending a response to the user. Let the user know that their response has been heard, at a minimum, and perhaps synthesized to improve operations.