About Touchpoints
A platform for people who shape their work
Touchpoints helps organizations co-design how services are delivered — by connecting feedback to the processes where it matters most.
What is Touchpoints?
Every organization delivers services — answering questions, processing applications, providing care, managing infrastructure. Each interaction is a touchpoint.
Touchpoints is a platform for collecting feedback at those moments and connecting each response to the process it belongs to. When feedback is tied to context — who's responsible, what step it came from, what happens next — teams can act on what they hear.
The goal is co-design: adults who can shape their work and engage in the meta-work of shaping how the organization functions. Not just surveys. Not just dashboards. A shared picture of how services work and how to improve them together.
Feedback within a modeled process
Most feedback tools stop at collection. Touchpoints starts there and connects each response to the process step it belongs to.
Model your organization's services. Attach feedback forms at the right touchpoints. Give program owners the context to close the loop.
This is the core idea: feedback is only useful when people know where it came from and who can act on it.
What you can do with Touchpoints
Create feedback forms
Build accessible surveys with multiple question types. Embed them on any page or collect responses via link.
Model processes
Map how services are delivered with BPMN diagrams — steps, roles, handoffs, and decision points.
Pin feedback to pages
Use Page Pins to let reviewers leave comments directly on any webpage, right where the issue is.
Track digital assets
Maintain a registry of your organization's websites, apps, and digital services.
Who it's for
Touchpoints is for teams that deliver services and want to improve them — together.
Customer experience teams
Standardize feedback collection across channels and connect results to performance goals.
Service designers
Map the journey, attach feedback to specific steps, and identify where to focus improvement efforts.
Program managers
See feedback in context — which process step it came from, who's responsible, and what to do about it.
Built by Civic Studio
Touchpoints is built and maintained by Civic Studio. We believe the people closest to delivery should have the tools to listen, respond, and shape how services evolve.
See how it works
Explore the theory behind the platform, try a demo, or create an account.