Log repeat enquiries from phone, email, socials, and web chat, and link them to the website issues causing them.
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This works well as a quick monthly or quarterly check — especially for forms that drive enquiries, sign-ups, or key service requests
Use this template to spot patterns between customer support requests and problems on your website. Instead of treating calls as one-off issues, you can turn them into clear signals for improvement.
Start by logging common support calls, email, socials, and web chat using the wording people actually use. Link each issue to the page, form, or step where users get stuck, and note what they were trying to do.
Over time, this creates a clear picture of which website problems are driving repeat enquiries and where small fixes can reduce pressure on your team.
This template works best when paired with a simple priority score.
Once you have logged a few issues, you can score them based on impact and effort to decide what to tackle first.
To do this, use the Priority scoring tool for website improvements.
It shows you how to calculate a priority score and apply it consistently across your website issues.
You can copy that tool into your workspace here:
https://www.mugs.studio/free-resources/how-do-we-decide-what-to-fix-first-on-our-website
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Created by Mugs Studio — www.mugs.studio
Need help improving your website?
If you’d like a review of your site or forms, get in touch: www.mugs.studio/contact