Explore options to capture the right user feedback at the right time

GC Forms captures ongoing customer feedback through 4 post-event surveys:
- After they attend a product demo
- After the support ticket they submitted was resolved
- 3 weeks after they were granted publishing rights (T1)
- 3 months after they were granted publishing rights (T2)

These moments reflect touchpoints into the customer journey. The collected data is analyzed and insights are shared on a regular basis through the quarterly CX syncs.

Management feedback on these syncs and their associated surveys focused on the need to have an approach where client feedback is captured shortly after key events in their interaction with the product. To address this, the research team proposes the following approach:
1. CX team works on a first proposal list of key touchpoints where CX (&UX) data could be collected
2. UX researchers bring that proposal list to their respective product teams and they work together on evaluating feasibility and impact
3. UX researchers bring back to the CX team the prioritized list and can start collaborating on building the associated feedback collection mechanisms.