Frequently Asked Questions

What is Touchpoints?

Touchpoints is a web application that makes it easy to deploy feedback forms. Touchpoints provides features specific to the domain of Customer Experience in the US Federal Government.

How can I access Touchpoints?

How can I reach Touchpoints support for assistance?

Contact the Touchpoints product team to setup a Demo today.

How does the public submit feedback?

Members of the public have the option to submit feedback via online forms located either on the Touchpoints website or other .gov or .mil websites.

How is my feedback data used?

Is the feedback anonymous?

Touchpoints forms that do not ask for any Personally Identifiable Information (PII) cannot be used to identify an individual.

Are members of the public required to provide feedback?

No. Submitting feedback is purely optional.

How will the feedback collected be used?

Government agencies participating in the program may use your feedback to improve how they deliver their services. GSA may partner with agencies to analyze the feedback data and develop action plans for the purposes of improving customer experience.

Who can see my feedback?

Feedback submitted via Touchpoints is accessible by the authorized staff of participating agencies.

Under guidance from OMB A-11 Circular, Section 280, High Impact Service Providers (HISPs) participating in the Customer Experience Cross Agency Priority Goal, part of the President’s Management Agenda, anonymous customer experience scores may be aggregated at the service level and published at performance.gov/cx.

See the Terms of Service for more information.

What languages are available for the public to submit feedback?

English is the only language available at this time.