Financial Assessment feedback survey user testing - People Bank Involvement

1. The survey is easy and quick to engage with, and it feels good to be able to share feedback at the end of the assessment process.

1. We are glad that testers feel positive about clients being given a form to share feedback after their financial assessment.

2. The introduction page wording could be more succinct, to reduce the amount of text on the page and make it more inviting.

2. Wording has been cut down and explains the purpose of the survey and how feedback will be used more succinctly.

3. Swap the position of the QR code and the logo, to draw the eye to the information about completing it in other ways.

3. Location of the QR code and logo has been swapped.

4. The question about the financial assessment team’s responsiveness doesn’t ask about how you tried to get in touch.

4. A free text box has been added to invite people to explain how they did, or tried to, get hold of financial services.

5. The question asking about the experience of providing evidence is too limited. It needs to ask how they provided evidence before asking how easy it was and include an explanation box.

5. This question has been restructured, to first ask how they provided evidence, then ask how easy or hard this was to do.

6. It could be useful to remind people not to give any personal information when explaining how clear they felt their financial assessment results letter was.

6. Some text has been added to this question to remind respondents to not include any personal information while talking about their results letter.