Preview only. Nothing is submitted.
When to sendAt a service endpoint or an exit, with the journey stage recorded alongside the response.
- 01
Help improve this service
Include people who finish, stop, or are still trying. Do not assume that reaching a form means a successful service outcome.
See the question
- Were you able to finish what you needed?
- Identify the journey stage so completed and abandoned journeys can be analyzed separately.
- 02
About your experience
Offer the same satisfaction question whether the person finished, stopped, or is still trying. Only the optional comment prompt changes with their situation.
See the questions
- Overall, how satisfied are you with this service?
- Use the same satisfaction question at every exit state. Excluding people who stop would distort the journey-level result.
- What could we improve?
- Let people who finish share a suggestion, even after a positive rating.
- What made you stop?
- Ask what caused the exit, without requiring an explanation.
- What would help you finish?
- Ask people still working what would help them finish.
Using the answers
Analyze completed and abandoned journeys separately. Follow up at the actual service outcome if it happens after submission.
When to choose another form
Treating a completed online form as the end of a service whose real outcome arrives later.
Before you publish
Offer feedback at relevant exit points, including abandonment. Record the journey stage; a form completion may precede the real service outcome.
When reporting satisfaction, state which options count as satisfied and use submitted satisfaction answers as the denominator. Report the exit-state mix.