Feedback Policy

At School News, we are committed to providing an exceptional experience for our users in the education sector. We value feedback as it helps us improve our platform continuously.

This policy outlines our approach to receiving, processing, and acting upon feedback from our users.

Feedback Channels

  1. Contact Form: Users can provide feedback through the contact form on our website.
  2. Email: Users can also send feedback via email to [email protected].
  3. Social Media Platforms: Users are encouraged to reach out to us through our social media channels, including Facebook, X, and LinkedIn.
  4. Feedback Widget: A feedback widget is available on our website, allowing users to submit feedback easily.

Feedback Types

We welcome different types of feedback, including but not limited to:

  1. Suggestions for improving our platform and services.
  2. Bug reports, error notifications, or technical issues.
  3. Feature requests or enhancements.
  4. General comments or inquiries.
  5. Complaints or concerns related to our platform or user experience.

Feedback Acknowledgment

Upon receiving feedback, we will send an acknowledgment email within two business days to confirm that we have received the user’s input. This email will include a case number for reference and an estimated timeline for addressing the feedback.

Feedback Review and Prioritisation

Our team will regularly review the feedback received. We will prioritise critical issues, identify common themes, and group similar feedback to streamline the improvement process. This helps us to focus on the most impactful changes and enhancements for our users.

Feedback Response

We are committed to responding to feedback promptly and with personalised attention. Our response time will vary depending on the urgency and complexity of the feedback. We aim to provide an initial response within three business days in accordance with this feedback policy.

However, more complex issues may require additional time for investigation and resolution. We will keep users informed of the progress and provide regular updates until the issue is resolved.

Feedback Handling

The feedback received will be shared with the relevant teams within our organisation. The teams responsible for development, design, and customer support will work together to address the concerns raised. We will track each feedback case and ensure that it is assigned to an appropriate team member for resolution.

Confidentiality and Anonymity

We will treat all feedback with strict confidentiality. If users would like to remain anonymous or if the feedback includes sensitive information, they are encouraged to specify this in their submission. However, please note that anonymous feedback may limit our ability to follow up or seek additional information if necessary.

Continuous Improvement

We value feedback as a catalyst for continuous improvement. Feedback will be used to drive decision-making processes and influence future updates or releases.

We are committed to incorporating feedback into our product roadmap and ensuring that user input shapes the direction of School News.

User Engagement

We believe in transparent communication and will provide regular updates on actions taken based on feedback. We will highlight how user input contributes to product or service development.

Additionally, we may seek additional input or clarification from users if needed to ensure we fully understand their perspectives.

Feedback Guidelines

To provide helpful and actionable feedback, we encourage users to:

  1. Be specific and provide detailed information.
  2. Include relevant screenshots or examples, if applicable.
  3. Use constructive and respectful language.
  4. Clearly articulate the desired outcome or suggested solution.

Escalation Process

If users feel their feedback has not been adequately addressed or resolved, they can escalate their concerns by emailing our customer support team directly here. We will review escalated cases promptly and take necessary steps to provide a satisfactory resolution.

Feedback Closure

Once a feedback case has been addressed or resolved, we will notify the user via email, providing an explanation and confirming that the issue has been resolved or the suggestion has been implemented. The case will be closed in our system, but users are always welcome to provide additional feedback or open new cases in the future.

By implementing this actionable feedback policy, we aim to foster collaboration and continuous improvement within the School News platform. We value our users’ input and strive to provide an exceptional user experience for the education sector.

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