Merge branch 'Support-Model-Research' of https://github.com/alphagov/…

…forms into Support-Model-Research
alphagov · Feb 27, 2024 · ba31f51 · ba31f51
2 parents ae9865e + 933620e
commit ba31f51
Showing 1 changed file with 2 additions and 1 deletion.
diff --git a/research/2024-12-23-Support_Model.md b/research/2024-12-23-Support_Model.md
@@ -16,7 +16,8 @@
 
 ## Key Headlines 
 
-- Only 4% of support tickets were related to user issues. Interviews confirm that people see Forms as reliable and low risk.
+- Only 4% of support tickets were related to user issues. 
+- Interviews confirm that people see Forms as reliable and low risk.
 - 25% of tickets were requests for information on the product, often information that is already available somewhere.
 - Users have expectations of support related to their experience of other GDS products and GOV.UK. They expect quick initial responses, but understand fixes to issues may take several days.
 - They want clear information so they can take action their side, such as updating landing pages or putting in place mitigations.