Measuring Customer Satisfaction Epic Template

Measuring Customer Satisfaction Epic Template

The first step to implementing a customer satisfaction survey is to place this work in your backlog for refinement. Below we've provided an epic template for you and your team to copy and paste into Jira as you refine and prioritize this work.

Description

As a CCSQ HCD leader, I want to create a consistent and repeatable external customer feedback loop, allowing my team to measure the customer experience (CX) and efficiently improve these experiences based on these new data points.

Benefit Hypothesis

• • Demonstrate how HCD adoption leads to customer satisfaction
  • Consistently track customer satisfaction and opportunities for improvement
  • Ability to provide consistent, recurring framework for reporting and objective-setting from ADO on research and design
  • CMS/ISG aligning with other agencies to improve the public’s trust in federal government 

Value Proposition

• • Business cost and time savings by reduced design and development 
    costs by reducing mistakes and need for rework
  • Customer time savings by increased system usability
  • Increased customer satisfaction

Acceptance Criteria

Create customer feedback loops across external-facing ISG systems via site intercept surveys. By the end of the PI we will:

• • Partner with the HCD CoE to establish which site intercept survey tool we’ll use (Survey Monkey or Touchpoints)
  • Resolve PRA coverage and Information Collection Request (ICR) for site-intercept survey needs and customer questions
  • Complete and submit Third Party Website and Applications form for site intercept tool
  • Partner with PM3 for custom front-end code for survey display, as needed
  • Include the following questions in the site intercept survey:
    • It was easy to complete what I needed to do. (ease of use question; 5 point likert scale)
    • It took a reasonable amount of time to do what I needed to do. (efficiency question; 5 point likert scale)
    • Anything else you'd like to share with us? (general satisfaction feedback; free text field)
  • Continuously deploy to yield statistically relevant sample of site visitors to better understand the customer experience with CMS and the specific system deploying the survey