User Satisfaction Page Guide

06/10/25 | All Guidelines and Documentation | C. Choosing the right technology

“Help Us Improve our service”

Version 1.0

Version	Date	Comments
1.0	06/10/2025	Published Document

1. Introduction

The purpose of this guide is to help service teams measure and improve user satisfaction across digital services.

Every service must provide a standard feedback page that allows users to rate their experience and leave comments. Feedback is collected, stored securely, and reported consistently so that teams can track satisfaction trends and identify areas for improvement.

2. For Service Teams

2.1 When to Collect Feedback

Services should allow users to provide feedback at multiple points:

End of the service (on successful completion) https://gov-cy.github.io/govcy-design-system-docs/patterns/confirmation-pages/
At any time during their interaction (provide a link on the footer of the page https://gov-cy.github.io/govcy-design-system-docs/components/footer/

2.2 Feedback Page Requirements

The flow of the feedback pages is as follows:

User clicks from the service the “Help us improve this service” link

Screenshot of a gov.cy testing page titled “Issue a certificate of permanent residence.” The page displays a section asking “How can we contact you?” with sample contact details — a mobile number and email address — and two radio button options to confirm or change them. A “Continue” button is below. At the bottom, the footer includes links such as “Privacy statement,” “Cookies,” “Accessibility,” and “Help us improve this service,” which is circled in red.

2. User is directed to the “Feedback page”. The user completes the feedback and clicks “Submit”

Screenshot of a gov.cy page titled “Help us improve Issue a certificate of permanent residence service.” The page includes a feedback form asking “How would you rate your experience of using the service?” with five radio button options ranging from “Very satisfactory” to “Very dissatisfactory.” Below, there is a text box labeled “How could we improve the service?” with a note advising not to include personal information. A “Submit” button is located at the bottom.

3. The user is directed to the “Your view has been recorded” page. The user clicks on “Continue application” and is redirected to the service where they left off, with their pre-filled data intact.

Feedback page satisfaction scale: Use the following question and scale:

Label	English	Greek
Question	How would you rate your experience of using the service?	Πώς θα αξιολογούσατε την εμπειρία σας από την υπηρεσία που χρησιμοποιήσατε;
Option 5	Very satisfactory	Πολύ ικανοποιητική
Option 4	Satisfactory	Ικανοποιητική
Option 3	Neither satisfactory nor dissatisfactory	Ούτε ικανοποιητική ούτε μη ικανοποιητική
Option 2	Dissatisfactory	Μη ικανοποιητική
Option 1	Very dissatisfactory	Καθόλου ικανοποιητική

Comment box: Users should be able to add suggestions or describe issues (min. 300 characters recommended).
Navigation: When navigating back to the application, the system takes them back to the point where they left off. If the user had already entered data into the service, the pre-entered data must be kept. The main navigation triggers are:
- “Back link”, which returns users to the previous screen.
- “Continue application” link takes the users back to the service at the point where they left off.
Accessibility:
- High-contrast design and mobile responsiveness.
- Support for multiple languages.
- Compliance with screen readers and keyboard navigation.

2.3 Data Protection

No personally identifiable information should be mandatory.
Identifiers (e.g., service ID, session ID, user hash) must be encrypted and anonymized.
All feedback must comply with GDPR and be transmitted securely (HTTPS).
Include privacy and cookie policy links on the page.

2.4 Reporting & Insights

Key Performance Indicator (KPI): Overall satisfaction score is calculated as:

User Satisfaction % = [(Very Dissatisfied * 0) + (Dissatisfied * 25) + (Neither * 50) + (Satisfied * 75) + (Very Satisfied * 100)] ÷ Total Ratings

Analysis frequency: At least quarterly.
Interpreting results:
- ≥ 80% = Good
- 60–79% = Needs attention
- < 60% = Priority action required
Action points: Review open-text comments, identify common issues, and create an improvement plan.

3. Testing & Validation Checklist

Before launch, teams must confirm:

Ratings are stored correctly (1 = very dissatisfied, 5 = very satisfied).
Comment entries are stored in full and linked to the correct session.
Feedback is retrievable per service and per stage (submission, general).
Page works in all supported languages and devices.
Privacy notice and links are visible and functional.

4. Technical Annex

4.1 Key Events to Track

Page Source – URL where feedback is submitted
Session ID – Unique session identifier
Rating – Numeric scale 1 (very dissatisfied) → 5 (very satisfied)
Description – User comment

4.2 Event Parameters

uid – Automatic numbering
service_id – Unique ID per service
client_id – Unique ID per client
page_source – URL where feedback was submitted
session_id – Unique session identifier
hash_id – Encrypted user ID (for verified users)
rating – Numeric rating (1–5)
description – User comment
timestamp – Date and time

4.3 Example Event JSON

{

  "pageSource": "/responseSuccess",

  "sessionId": "54ddd808-6678-64ad-2efd-516e57d965c1",

  "rating": "5",

  "description": "User friendly",

  "timestamp": "2024-05-20T09:43:00Z"

}

4.4 Validation Steps

Trigger sample events for each scenario (end of service, general).
Confirm entries appear correctly in the database.
Check for consistency across different services.

5. Example Dashboard (for Service Teams)

The satisfaction dashboard should display:

Overall KPI score (percentage)
Trend over time (e.g., monthly averages)
Distribution of ratings (bar chart or donut chart)
Sample user comments (with associated page source)