About

The Feedback Analytics Program develops and manages government-wide services that collect and report quantitative and qualitative customer feedback. This includes developing methods to evaluate progress and supporting continuous, iterative improvements to service design and delivery.

The Feedback Analytics program is part of the Data and Analytics Portfolio in the Office of Products and Programs, a subdivision of GSA’s Technology Transformation Services.

Program Offerings

  • Touchpoints, an open source customer experience feedback tool
  • One-on-one customer training & support
  • Training on other customer experience management tools, such as Google Tag Manager

Program Offerings

Feedback Analytics products and services are offered at no cost to federal agencies.

  • Touchpoints, a GSA-developed customer experience evaluation tool
  • One-on-one customer support
  • Training on other customer experience management tools, such as Google Tag Manager

History of the Feedback Analytics program

2014-2017 feedback.usa.gov

  • Launched customer feedback kiosks in 93 federal agency office locations in four agencies around the country.

The pilot was scheduled to last for approximately one (1) calendar year beginning July 2015. The pilot consisted of four (4) three (3) month phases.

Participating agencies included:

The U.S. Department of State (DOS), The United States Social Security Administration (SSA), Transportation Security Administration (TSA), and U.S. Department of Veterans Affairs (VA) are participating in this pilot.

The DOS pilot collected feedback from citizens visiting passport facilities to receive passports or visa support services. The SSA pilot collected feedback from citizens visiting card centers to receive social security card support services. The TSA pilot collected transactional feedback from citizens passing through TSA security screening checkpoints at Reagan National Airport (DCA), Los Angeles International Airport (LAX), LaGuardia Airport (LGA), and San Francisco International Airport (SFO).

2017-2018 Feedback Analytics Program formation

  • Product MVP collected user feedback on 8 web-based services across 6 agencies.
  • The Feedback Program became staffed full-time, chartered to strategically support Customer Experience initiatives.

2018-2019 Feedback Analytics Program MVP to 20 Agencies

Feedback Analytics conducts its work under the following Authorities and Executive Orders:

Authorities

  • E-Government Act of 2002 (P.L. 107-347, 44 USC § 3501)
    • Authorizes GSA’s collection of contact information
  • 21st Century IDEA Act (2018)
  • Policies for Federal Agency Public Websites & Digital Services (M-17-06 / 2016)
  • Customer Experience CAP Goal, GPRA (2013-2017, 2018-2020)
  • OMB Circular No. A-11, Section 280 (2018 / 2019)

Executive Orders