Data Collections
Starting in Q3 FY2021, Touchpoints has supported the data reporting efforts for quarterly CX (Customer Experience) Data Collections.
- Visit https://touchpoints.app.cloud.gov/admin/cx_collections/.
- Click to select your quarterly CX Data Collection.
- When viewing the Collection, click "Edit" and update the Cover Page information.
- Click “Add a Service to report on” for each service and channel your agency reports CX data for.
- Edit each Service and input the service's information and quarterly results.
- Share the URL and have other people in the agency review the Collection.
- Return to the Data Collection page and click "Submit this Data Collection". The Feedback Analytics team will receive an email and review the submitted Collection and provide feedback.
If you have any questions along the way, please contact feedback-analytics@gsa.gov.
Visit https://touchpoints.app.cloud.gov/admin/cx_collections. You will arrive at the Data Collections page within Touchpoints.
In effort to make Data Collection reporting less burdensome, Ryan copies previous quarterly reports for each agency, so agency's have less data to fill-in from scratch.
Each Data Collection begins in draft status.
Click to view it.
A Data Collection is made up of 1 Cover Page and 1 or more Service Detail pages. This is the same approach used in the previous spreadsheet reporting template.
This page provides basic information about the Data Collection, and allows for the creation of 1 or more Services to report CX data on.
Click on your service, if it is listed, or
click Add a Service to report on,
which is similar to "creating
another tab" in the spreadsheet template.
This is where the majority of information is reported. And, many agencies report multiple services each quarter.
Getting insight into more Transaction points is important, and gathering data in this way will help us manage and report on this data in better ways going forward.
So, fill out the question text and the number of respondents for each likert scale option (1-5).
Click Update CX Service Detail Report when complete.
After update, you will return to view the Service detail page. From there, you can choose to Edit the details again or click back to the Collection.
Once you're back at the Data Collection, the Cover Page,
you can click Submit this Data Collection.
Submission will notify Ryan, who will coordinate a review of the data.
If the data looks good, we'll mark it published. And proceed with getting the data ready for performance.gov.
If there are any questions or issues with the data, we'll mark the status as
change_requested and get in touch to iron out any issues.
Again, if you have any questions, please contact ryan.wold@gsa.gov.
To provide feedback, visit this Touchpoint.