What is Wootric?

Wootric is the Access Group's chosen mechanism for collecting user feedback and satisfaction scores, in particular Net Promotor Score (NPS), and we're embedding it into all Access products.

Be assured that this isn't a marketing tool, and we don't use feedback for any marketing purposes.

Why is it important?

We're committed to the improvement of our products and services. To enable us to understand both the good and bad points relating to our products, Wootric provides a non-intrusive, simple way to collect this information to produce a rich and comprehensive view from an end user perspective.

What does it look like in the system?

You'll see our question shown at the bottom of your screen.

How many questions are there?

We currently only ask a single question.

There's no plans to extend the use of Wootric to include further questions. Any decisions to do so would be made in consultation with our customers.

Will all users be asked this question?

No. We only select a very small number of users to receive the prompt. This is currently around 30%.

How often will users be asked?

Users only receive prompts 180 days after first logging in to the system, then every 120 days after that. This equates to no more than once every four months, if we select the same user again.

Do users have to answer the question?

No, users can also choose to not answer the question by clicking the cross in the top-right of the prompt. If they decline, they'll not be prompted again for at least 90 days.

Is this the same setting for all applications?

No. Each application has its own setting depending on the nature of the product, number of users etc.

Will this stop the user from continuing their work?

No. The popup only appears at the bottom of the screen and won't interrupt any current activity. Also, the popup only appears when the user is on the home page of Mosaic and won't appear in any other parts of the system.

What information is collected by Wootric?

Item	Example
Product	Access Core+, Access Synergy, Access Mosaic Case Management
Device operating system	Web, mobile
User ID	[email protected]
User role	Social worker, YOT worker
Customer name	Somewhere County Council
Product reporting code	685 (Internal fixed code per product)
Wootric sampling rule	Access Core+, Access Synergy, Access Mosaic Case Management
Feedback text	It would be good if the system could do this function.
Feedback date	The date and time the feedback was given.
Score	0-10
Metric Type (NPS)	NPS, CSAT. Access uses NPS.

What does Access do with the data you collect?

The Access product teams use the data to measure the Net Promoter Score (NPS) of the product.

We also review the feedback and look for common themes for what works and what doesn't, and feedb this into our future roadmap decisions.

Can you share the data with customers?

While we can't share the data directly with customers, we'll create a regular summary that we'll share with our customers through your account manager.

In respect of Wootric, who is the data controller?

Access UK Ltd is the controller of the data.

Has Access undertaken a Data Protection Impact Assessment (DPIA) for the data we collect?

As a controller of the relevant data and the limited scope of what we're capturing, we don't consider the processing activity regarding Wootric to warrant the completion of a DPIA.

Is there a Privacy Notice available?

The Privacy Notice is accessible via a link on the question when presented to the users.

Why does Access require user-specific data?

There's only two elementals to the data that are user specific. This is the User ID and the User role.

The user ID allows us to track any changes in responses over time to help us understand if any modifications we make to the system are having the desired impact.
The user role helps us to understand the context of the user when considering the feedback and making changes.