What to change
Separate attempts from accepted outcomes in both event definitions and report language. A click may help diagnose interest or friction, but it does not show that the practice received anything. Ask the developer to identify the acceptance signal available from the actual workflow. Test a rejected attempt and an accepted fictional submission, then verify that the report describes their different states instead of combining them into one commercial result.
A worked example
Illustrative example
Illustrative test: A failed attempt appears only in the attempt measure, while acceptance has its own event. A visitor presses Send with an invalid email address, then corrects it and completes the enquiry. The supplier demonstrates that the first interaction belongs only in the attempt measure and the accepted request belongs in completion. Reception's test receipt provides the operational comparison. The dashboard can now describe friction and outcomes separately without turning two button presses into two received enquiries or implying two different people contacted the practice.
What this means for your practice
A visitor can press Send with a missing email address and never complete the form. Counting that click as a received enquiry makes the report overstate what reception can act on. Attempts can still be useful evidence of interest or difficulty, but label them separately from acceptance. Ask the supplier which response proves the outcome your dashboard names. Demonstrate an incomplete attempt followed by an accepted fictional submission and compare both the interface and report. A wording change alone is insufficient if the supposed completion event still fires too early. The practice should be able to explain exactly what each count proves and what remains unverified.
How to check the result
The dashboard distinguishes attempted interaction from verified receipt.
A mistake to avoid
Changing the label alone will not repair an incorrectly fired completion event.
Turn reading into a next step
Your action checklist
Work through these checks with your team or supplier. Tick the ones you have resolved and leave unknowns open.
Record what you know, what is still missing and the answer you need from your team or supplier.
Use project decisions only, without personal, patient or confidential details. Entries stay in this page and are not submitted to Kay & Co. Copy or download before leaving; this page does not save your notes.
Further reading
These sources provide background for the topic. The practice examples and checklist are illustrative planning suggestions from Kay & Co.
Related guides
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