MCS - GDS Feedback Feature User Guide

Feedback feature

1. Overview

Portal V5 introduces a standardised page-level feedback feature, enabling users to provide quick feedback from any page across the portal.

This feature follows the GOV.UK “Is this page useful?” design pattern, ensuring a familiar, accessible, and low-friction experience for end users while providing actionable insights for administrators and content owners.

The feedback capability is intentionally lightweight:

• No forced authentication
• No disruption to user journeys
• Minimal configuration effort
• Centralised reporting

2. Feature Benefits

For End Users

• Simple, one-click feedback
• Optional detailed feedback only when needed
• Accessible and non-intrusive
• Available on every page

For Administrators & Content Owners

• Clear visibility into content usefulness
• Early detection of broken or confusing pages
• Evidence-based improvement decisions
• Consistent reporting across the portal

3. End-User Experience (What Users See)

At the bottom of every page, users will see:

User Interaction Paths

Yes

• Feedback is recorded immediately
• A confirmation message is shown
• No further input required

No

• A message is displayed with a link to a feedback form
• The form opens in a new tab
• Users can answer administrator-configured questions
• Responses are stored for reporting
   

Report a problem with this page

• Inline questions expand on the same page
• Intended for reporting:
  • Broken links
  • Errors
  • Missing or incorrect information
• Submitted responses are recorded centrally

4. Configuration Steps (Administrator)

It is simple to set up with a couple of configurations as mentioned below:

4.1 Enable Feedback Globally

Navigate to:

Administration → Portal V5 → Settings → Feedback

Enable Feedback Section = Yes

This enables the feedback component across the entire portal.

4.2 Configure the Feedback Catalogue

1. Create a new catalogue
2. Set Type = Feedback (V5) from the dropdown list

Important constraints

• Only one catalogue of type Feedback (V5) is allowed per organisation

4.3 Configure the Feedback Form

1. Under the Feedback catalogue, create a new form
2. Set the Form Code = FEEDBACK_FORM_V5

Mandatory rules

• The form code must be exactly FEEDBACK_FORM_V5
• Only one form with this code is supported
• This form is used to map responses to feedback reports
• Short URL must be enabled for this form

Form Design Recommendations

• Keep the form simple
• Avoid complex components
• Use minimal, clear questions
• Free-text fields should be optional where possible

This form is used when users select “No” on the feedback prompt.

Once all these configurations are in place, the end-user will be able to see the feedback section across the portal.

5. Reporting & Analytics

Feedback submissions are available via:

Administration → Analytics → Portal Feedback

Reporting Capabilities

• Filter by date, page, feedback type
• View Yes / No / Report problem responses
• Review free-text comments
• Sort records as required
• Mark feedback as Completed once actions are taken

This enables teams to:

• Track trends over time
• Identify problematic pages
• Close the feedback loop

6. Governance & Best Practices

• Review feedback reports regularly
• Use “Completed” status to track resolved issues
• Periodically review the feedback form questions
• Avoid using feedback as a customer support channel
• Treat free-text responses as potentially sensitive data

7. Summary

The Portal V5 Feedback feature provides a consistent, GOV.UK-aligned mechanism for collecting page-level feedback across the platform.

With minimal setup, administrators gain:

• Continuous insight into user experience
• Scalable, centralised reporting
• A low-maintenance feedback loop that supports ongoing improvement