The Valuation Office Agency has announced an optional customer feedback survey for people who recently received a decision or had a case closed. The survey is real. A fictional blank feedback card has already asked whether its good side should be photographed.
VOA customer feedback survey gives a blank card a public profile
The agency says the survey will help it understand customers’ expectations, needs and experiences. That information can support easier services. The imaginary card has heard only the word experience and started rehearsing a short acceptance speech.
People contacted by email can choose whether to take part. The main questions do not collect personal information. If someone wants contact about future research, they can choose to provide an email address. The card calls this a sensible boundary and has put up a velvet rope around its corners.
A voluntary survey meets its most ambitious respondent
Feedback can show what is working and what needs attention. First, a person receives the invitation. Next, they decide whether to respond. Then the agency can learn from the result. Finally, the fictional card asks if a response rate can be converted into a standing ovation.
The agency also warns people not to follow links or disclose details if an email seems doubtful. That is useful advice. The blank card has taken the message seriously and now refuses to discuss its own background with a stapler.
Good service design needs clear feedback and careful handling of information. The comic card understands neither principle. It has simply acquired a small clipboard and introduced itself as the voice of the customer.
At the end of the day, the real survey remained optional and the main questions remained free of personal information. The blank card remained blank. Still, it had already requested a larger table for its insights.
Source: UK Government.
