How to respond to accessibility feedback

When a customer reports an accessibility issue on your website, it is crucial to handle the situation with care and efficiency. Here’s how to respond effectively:

Provide Immediate Accommodation

  • Acknowledge the Issue: Thank the customer for bringing the issue to your attention.
  • Offer Assistance: Provide immediate alternative ways to access the product, content or service that is facing accessibility barriers. We’ve provided an example email response template below that you can customize and send to your customer.

Gather Detailed Information

  • Understand the Barrier: Ask specific questions to understand the nature of the accessibility barrier.
  • Collect Technical Details: Inquire about the device, browser, assistive technologies used, and the exact location of the issue on the website.

Document in a User Ticket

  • Open a Ticket: Create a User Ticket on the A11y Center Tab in RAMP to document the issue.
  • Record Details: Include all the information gathered, such as customer contact, description of the issue, and any steps taken to provide accommodation.

Create Remediation Tasks

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

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.

By following these steps, we can ensure that accessibility issues are addressed promptly and effectively, 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 reaching out and 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 give us a call 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.
  • 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 the process of 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.