Managing feedback
You can export filtered results from the Feedback Manager into CSV or Excel files.
Exporting feedback
You can export lists of filtered results from the Feedback Manager into a comma-separated values (CSV) file (or Excel spreadsheet). This can be helpful if you’re tracking feedback you’ve responded to or plan to respond to, making content improvements based on specific feedback, or sharing feedback with colleagues or supervisors.
Your export is limited to 15,000 rows of results. If you need to download more rows of feedback, please use ServiceNow to request help.
You can also export feedback from individual pages from the in-page feedback view on any given page. When exporting from this view, there are no filters. You'll see only information about that specific page.
Step 1: Filter
It’s important to filter the feedback before exporting. Otherwise, you’ll export 15,000 rows of feedback left on all Mass.gov content.
You can filter feedback by 1 or more of the following:
Organization (multiple)
Author (multiple)
Content (single)
Page label (multiple)
Specific text (multiple)
Start Date (start of date range)
End Date (end of date range)
Tag(s)
Date (newest first or oldest first)
Response to “Did you find?” (yes, no, or both)
Response to “Requires Response?” (yes, no, or both)
Watched pages only (selected by default)
If you know your filters will return more than 15,000 rows of feedback, you can use the Start Date and End Date filters to break your results into smaller segments and download multiple spreadsheets of feedback.
Step 2: Download
After you’ve filtered your results, click the Download CSV Export link in the bottom left corner:
Step 3: Open
Your download will contain the following column fields (check out the image above to see where these fields match up to the Feedback Manager in the CMS):
id
submit_date
info_found
node_id
node_title
node_path
text
requested_response
first_name
last_name
phone
email
helpful
easy_to_use
confident
visit_purpose
professional_or_personal
other_feedback
survey_email
survey_submit_date
mg_feedback_id
survey_id
Obviously, there are a lot of fields with some not-so-ordinary names. Some of these fields don’t apply to the columns you’ll see on the Feedback Manager page. Some fields will appear empty on the spreadsheet depending on how you’ve set your content’s communication options or whether a visitor completes the additional survey once they’ve left feedback.
Responding to feedback
Setting appropriate response expectations
You can choose to collect contact information from visitors leaving feedback on your content. It’s important that you make this option available if you know your organization has the capability to respond to these requests within a reasonable time frame.
You can set the expectations for a response by completing the Response expectations message field on the Organization page. Be specific about how long visitors should expect to wait for a response.
Reviewing feedback that requires a response
It’s recommended to monitor the Feedback Manager daily so you don’t miss any requests for a response. When viewing the Feedback Manager, you can filter by Organization, Author, or Content. Then, find the feedback that requires a direct response by selecting “Yes” from the Filter by Requires Response filter.
Visitors’ contact information may include:
First name
Last name
Phone number
Email address
You can’t respond directly through the CMS, so you will have to respond outside of the CMS via email, phone, or whichever medium your organization prefers.
If your organization doesn’t have the resources to constantly monitor feedback, consider offering visitors a link to another page where they may find communication options. These alternative communication options could be in the form of a directory or contact form.
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