Forms can be very tricky to get right, and we aim to monitor the success rate on our forms, some of which do have high error rates. It is useful to get an idea of a base level, its’ a helpful gauge when looking to optimise.
Jane Frost, Director, of the Individuals Customer Directorate at HM Revenue & Customs
‘Reality Check: What Your Customers Will Actually Do’
Customer-focused design based on user testing for forms, and all communications, is essential to reduce error rates, she said, although councils should be realistic: “With forms, there is a 5% error rate when you just ask people for their name, and with anything involving a calculation it is over 50%. This suggests that a form that is 10 questions long, even with the simplest questions, will have a base error rate of 25%.