Add new answers to responsiveness questionnaire

[struan]

This adds two new options to the questionnaire:

• response not satisfactory
• response not expected

This have been added because many people find the current yes/no options a bit restrictive and write to user support to say so. By adding these options it's hoped that people will use these options rather than email support.

This also updates the text of the email and the corresponding response recording pages.

Fixes #11

[struan]

Currently awaiting copy updates.

[dracos]

Some copy issues; code looks fine. Are the various response-* templates similar enough that having them as one template with a few if statements might be easier? And will this go live at the end of a stats period?

[struan]

I'm assuming we wait till we put out the 2015/16 stats and then make this live.

[struan]

Now that we have HTML emails nearly there from #164 we should update this to use those and then get finish it. It should be pretty easy to update the HTML emails by adding in the buttons. It will require a bit of design and wording though to get it right as there are now 5 options in the email:

Yes Yes but didn't answer my question Yes but only an acknowledgement No No, but I didn't expect/require an answer

Once the design and wording is there though it should be a quick process to update the templates.

[abibroom]

On the internal prioritisation meeting concerns were raised about changing the questionnaire mid-year, because of the responsiveness stats, i.e. the new options will need to be comparable with the old options. I think this is the case with what's described above (first two options are equivalent to current yes, last three options = no because acknowledgements don't count) but someone more familiar with the stats data should be asked to check.

[abibroom]

Via email, from @dracos, on the comparativeness of the stats:

Questionnaire change - Yes and Unsatisfactory are both equivalent to Yes; Acknowledgement and No are both equivalent to No (in that case they're both actually the No link, doesn't even record which of the two was clicked, dunno if it'd be useful to at least have that info); Not Expected is new, and presumably wouldn't be included in any stats (e.g. if it's people saying "Don't bother to reply to this message" type things?). I guess it'd have been preferable if it had been done at same time switched from 2015/16 to 2016/17, but I think it's probably okay, yeah.

[zarino]

Just a quickie – The first time I read through this, only half concentrating (fairly good proxy for a real user!!), I was confused by options 2 and 3:

1. Yes [they responded]
2. Yes, but I don't think my question was answered
3. Yes, but it was only an acknowledgement
4. No [they haven't responded]
5. No, but I didn't expect a response

Seemed to me that 3 (acknowledgement) is just a subset of 2 (not answered). If I got a 'holding reply' response, which option am I meant to pick? Yes, some people would call that an acknowledgement, some would call it a response that didn't answer their question.

[jacksonj04]

Acknowledgements are effectively the same as the person not responding though (they're usually nothing more than basically a receipt), but a reply which doesn't answer the question is at least an active response.

[zarino]

@struan – Do you think we should rebase this branch onto a more recent version of master? eg: It's missing all the HTML email templates, which I'm assuming you’ll want updated to include the new questionnaire response options.

[zarino]

I've added some styling for the five options in the questionnaire email. It now looks like this in most email clients:

(I say "most" because the coloured dots are omitted in Outlook 2007–2013. But everything else looks the same.)