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Accessibility Feedback in Five Steps

Have you received accessibility feedback on your website? Don’t panic! That means your accessibility feedback workflow is active, indicating users can report barriers. That’s great! You can now take this opportunity to improve your site for everyone. Keep these steps in mind to respond carefully and efficiently.

Here’s how:

1. Provide Immediate Accommodation

  • Acknowledge the Issue: Thank your customer for bringing the issue to your attention. After all, if this issue affects one person, they are likely not the only one.
  • Offer Assistance: Provide alternative ways to access your product, content, or service immediately. Please be aware that you should avoid using separate but equal solutions and focus on alternate access, not complete substitution. For more information, read up on our law playbooks on the ACA, EAA, ADA, and others. At the end of this post, we’ve provided an example email response template that you can customize and send to your customer.

2. Gather Detailed Information

  • Understand the Barrier: Ask specific questions about the accessibility feedback to understand the nature of the barrier if it was not already stated.
  • Collect Technical Details: Inquire about the device, browser, assistive technologies used, and the exact location of the issue on the website. The more specific details, the better! Of course, if you already have means to know avoid asking the person reporting the feedback to provide unnecessary work.

3. Document the Accessibility Feedback in a User Ticket

  • Open a Ticket: To document the issue, create a User Ticket on the A11y/Compliance Center Tab in Accessible Web RAMP.
  • Record Details: Include all the information gathered from the previous steps. Include information like customer contact, description of the issue, and any steps taken to provide accommodation.

4. Create Remediation Tasks

  • Create Remediation Tasks: Create associated remediation tasks based on the customer’s barrier description on the User Ticket details page in RAMP.
  • Track Progress: Monitor the ticket until the remediation tasks are completed and the issue is resolved.

5. Follow-Up with the Customer

  • Update Regularly: Keep the customer informed about the progress of their reported issue.
  • Confirm Resolution: Once fixed, verify with the customer that the solution is satisfactory.
  • Log Your Changes: Log how you fixed the accessibility barrier! Here’s why.

Ensure accessibility feedback is addressed promptly and effectively by following these steps! You and your organization will stand out by maintaining the highest standards of customer service and accessibility compliance.

Example Email Response to Customer Reporting an Accessibility Barrier

Subject: Your Accessibility Concern Is Important to Us

Dear [Customer Name],

Thank you for informing us about the accessibility issue you encountered on our website. We sincerely apologize for any inconvenience this may have caused you. We would like to offer you [specific accommodation or alternative method] to access the [product, content, or service] that you are having difficulty accessing on our website. Feel free to call us at [phone number] if that is preferable to email.

We are committed to ensuring our services are accessible to all our customers, including those with disabilities. To help us address the issue promptly, could you please provide us with the following details?

  • The specific page or section where you encountered the problem.
  • The nature of the accessibility barrier you experienced.
  • Any error messages that appeared.
  • The date and time when the issue occurred if known.
  • The type of device and browser you were using.
  • If applicable, the assistive technology (screen reader, magnifier, etc.) you were using.

Once we receive this information, we will document it in a User Ticket within our Accessible Web RAMP account and begin creating remediation tasks for our website team to address.

We appreciate your patience and understanding as we work to resolve this issue. Please do not hesitate to reach out if you need further assistance or have additional questions.

Warm regards,

[Your Name] [Your Position] [Your Contact Information]

Feel free to customize this template to align with your company’s tone and communication style!

Dara Brewington

March 4, 2025