HHS recently presented on its Voice-of-Consumer (VOC) Tool to the Federal Web Managers forum. We use this tool to collect feedback from site visitors on their overall experience. It also provides us with insight into how effective the site content is at meeting visitor needs.
The tool allows us to create site-wide and page-level surveys and polls. We have used site-level surveys to collect qualitative data for overall customer engagement on our websites, such as HealthCare.gov. Page-level surveys are used to determine whether content on that particular page, such as the Get Help Now page on StopBullying.gov, is useful. Polls allow visitors to publish responses on multiple-choice questions on the thank-you pages. The tool can also be used for quizzes and online voting.
What makes the HHS VOC tool unique is its ability to automatically classify open-ended responses into categories and topics based on specific keywords in the submitted comments. This significantly lowers the amount of time and effort it takes to analyze responses.
The VOC tool also allows us to set email alerts based on keywords. For instance, if site visitors report a broken link on a specific website, we can set a tool within the tool that alerts site managers about the issue, so it can get fixed immediately.
We are planning to release the HHS VOC tool as an open source tool in December. For technical requirements and an overview on its functionality, check out the webinar recording above.