Accessible Customer Service: User Feedback Forms

If you’re committed to making your website accessible for all users, providing accessible customer service with a feedback form is key!

Establishing a public feedback mechanism allows users to submit accessibility issues they’re experiencing. And it may be easier than you think to implement.

What Is a Public Feedback Mechanism?

A public feedback mechanism, broadly, is a workflow that permits people with disabilities to submit accessibility barriers in a familiar way.

Section 508, under Initial Considerations in the Implementing a Public Feedback Mechanism sections, defines a public feedback response as “a submission using the agency’s standard feedback mechanism that provides the ability for website visitors to provide comments or feedback. Submissions under this feedback mechanism do not inherently count as a complaint.“

You may also see terms describing this function as a public feedback response, an accessibility feedback form, a user feedback form, an online experience feedback form, a customer feedback form, or simply accessibility feedback. They all essentially perform the same thing.

All that to say, this form or monitored email inbox gives users a way to report accessibility barriers.

Why Implement Better Accessibility Customer Service?

Providing a place for people to report accessibility barriers isn’t just common sense, it’s the law! Section 508 requires businesses to collect, track, and resolve digital accessibility issues.

But more than just adhering to accessibility laws, your business could miss out on better UX. When users submit feedback, they will likely highlight issues not considered when building their digital space. Focusing on accessible customer service results in a better site for everyone.

After all, by removing digital barriers, you’re opening up your site to more people. Accessibility benefits everyone!

Setting Up a User Feedback Form

User feedback forms provide immediate confirmation of a submission and easier project management using tickets or other organizational tools.

Your user feedback form should be located on your accessibility page or set up as a standalone page, with an easy-to-find link to the page or form. Generally, this is in the footer of a page. A common misconception is that your site needs to be fully accessible to create an accessibility page – not true!

Keep the form simple. Only make fields required if they absolutely are. And it may go without saying, but ensure your user feedback form is accessible.

For example, our User Feedback Form contains the following fields:

• Name*
• Email*
• Phone Number
• Preferred method of contact
• Are you using assistive technology? Please describe the technology and what version.
• Describe the issue you are experiencing*

In our Compliance Center, we’ve created an embeddable code snippet so you can easily plug it into your site. By using Accessible Web RAMP’s User Feedback form, you’ll synchronize responses to the User Tickets page, giving your team visibility and a built-in way to track responses and attach remediation tasks.

Whatever way you implement your user feedback form, make sure you respond!