Touchpoints
About Touchpoints
A web application for U.S. federal agencies to collect customer feedback and manage customer experience (CX) data. It provides a PRA-cleared survey template to streamline feedback collection and reporting.
Touchpoints is a customer feedback tool provided by the U.S. General Services Administration (GSA) for use by federal agencies. It is designed to simplify the collection and management of customer experience (CX) data. The platform offers a PRA-cleared survey template, which allows agencies to gather feedback without undergoing a lengthy approval process. Surveys can be deployed through a direct link or embedded on an agency's website. Touchpoints is a cloud-based service that helps agencies with standardized reporting for government-wide CX initiatives. It is a free tool for .gov and .mil users, focused on providing a basic, entry-level solution for federal customer feedback. The product is open-source, with its code available on GitHub.
Pros & Cons
- Simplifies customer feedback collection for federal agencies.
- Uses a pre-approved PRA template, reducing administrative burden.
- Provides streamlined reporting for A-11 Section 280 compliance.
- Offered as a free service for government entities.
- Open-source code is available on GitHub.
- Only available for U.S. federal government agencies with .gov or .mil domains.
- Currently only supports English for feedback forms.
- Described as an entry-level tool, which may lack advanced features.
Features
Key features
A FIPS Moderate-rated web application deployed on cloud.gov for collecting customer feedback.
Leverages an existing Paperwork Reduction Act (PRA) clearance with a common feedback survey template.
Deploy surveys via a hosted form URL or by embedding a script tag on a government website.
Provides standard data reports to simplify quarterly A-11 Section 280 reporting for federal agencies.
Allows customer experience managers to track surveys and feedback in one place.
Additional features
Allows agencies to distribute Touchpoints-hosted survey URLs through email, websites, digital communications, and existing outreach channels for convenient customer feedback collection across multiple service environments.
Produces consistent reports supporting customer experience measurement, agency performance tracking, and compliance with federal reporting standards through simplified reporting workflows and accessible analytics.
Centralizes multiple surveys, customer responses, reporting activities, and administrative controls within one platform, improving oversight and operational efficiency for customer experience managers.
Collects structured customer opinions, satisfaction ratings, and service experiences to support continuous improvements in government service delivery and citizen engagement initiatives nationwide.
Enables organizations to embed surveys directly into government websites using script tags, providing seamless customer feedback experiences without redirecting users to external platforms.
Pricing
Countries & Languages
Available in
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About Touchpoints
A web application for U.S. federal agencies to collect customer feedback and manage customer experience (CX) data. It provides a PRA-cleared survey template to streamline feedback collection and reporting.
Touchpoints Details
Touchpoints's In-App Market Place
Does Touchpoints have an in-app market place?
Yes
How many Mini-Apps in the marketplace?
0
Mini Apps
Pricing Options
Accepted Payment Currencies
USD
Pros & Cons
- Simplifies customer feedback collection for federal agencies.
- Uses a pre-approved PRA template, reducing administrative burden.
- Provides streamlined reporting for A-11 Section 280 compliance.
- Offered as a free service for government entities.
- Open-source code is available on GitHub.
- Only available for U.S. federal government agencies with .gov or .mil domains.
- Currently only supports English for feedback forms.
- Described as an entry-level tool, which may lack advanced features.
Touchpoints's Support Options
Email Address
feedback-analytics@gsa.govTouchpoints's Alternatives
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