Program overview

The Feedback Analytics Program supports the government-wide collection and reporting of quantitative and qualitative customer feedback. This includes developing methods to evaluate progress and supporting continuous, iterative improvements to service design and delivery.

The program manages the Touchpoints customer feedback tool and provides support for federal agencies related to Customer Experience (CX) initiatives.

The Feedback Analytics program is part of the Data and Analytics Portfolio within GSA’s Technology Transformation Services.

History of the Feedback Analytics program

Launch MVP to 20 federal agencies · 2018-2019

Formation of the Feedback Analytics Program · 2017-2018

  • 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. · 2014-2017

  • 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).