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Sources & notes
GOV.UK recommends feedback during a service, at completion, and at drop-out. Fillo keeps its five labelled satisfaction options and adds an outcome question with comments for each state.
At completion and abandonment points. Record where in the journey each response came from.
Separate completed and abandoned journeys. If the real service outcome arrives later, follow up then. For satisfaction rates, state which options count as satisfied and use answered ratings as the denominator.