ESS Evaluation Method: Emotional touchpoints

Emotional touchpoints are used to identify key points in people’s experiences of services. It is then used to prompt feedback or stories from service users. It can also act as a framework for collecting stories.

They are particularly useful for:

  • Understanding what’s important to people about the way they are treated or how services are working for them.
  • It’s a way of going beyond ‘its fine’ comments and getting more detailed feedback about what works (or doesn’t).