How to Enable & Customize Feedback Settings

 

The Feedback feature allows your website visitors to rate whether a webpage or an article is helpful for them or not. It appears as a question at the bottom of a webpage or the end of an article, and readers can respond by clicking ‘Yes’ or ‘No’.

 

Benefits of asking for feedback on your help content:

  • It tells you how your web pages or articles are performing
  • It helps you measure customer satisfaction
  • Detailed feedback enables you to create the best customer experience
  • Shows your audience that you value their opinion

 

Here’s how the feedback survey appears at the bottom of a page or article:

 

Feedback survey

 

Whether the response is ‘‘Yes’’ or ‘‘No’’, it is instantly stored in the feedback report that you can check out later. When your website visitor answers ‘Yes’, the following question is presented to them to end the survey. They can choose to send their feedback or ignore the second question by clicking ‘No thanks.‘

 

Feedback survey question

 

When the answer is ‘‘No’’, your website visitor gets the follow-up question which lists some selectable responses such as ‘Fix typos or links’, ‘Fix incorrect or incomplete information, ‘‘etc. They can also provide additional feedback in the comment box provided below. They can choose to send or ignore this follow-up question by clicking ‘No thanks.‘

 

Feedback survey question

 

Note: When your website visitors click ‘‘Send’’ for the follow-up questions, the feedback is sent to the email addresses you provide when customizing the feedback settings. If they click ‘No thanks’, no email is sent, but the response to the original question (‘‘Yes’’ or ‘‘No’’) is stored in the feedback reports.

 

In this article, you’ll learn:

  1. How to enable and customize feedback settings
  2. How to access feedback reports

 

1. How to enable and customize feedback settings

 

Step 1. Go to Settings >> Feedback from your ProProfs Knowledge Base dashboard.

 

Knowledge base feedback

 

Step 2: On this page,

  • Check the box next to Turn on Feedback.

 

  • Choose the feedback style from the drop-down you wish to set up. Then follow the screenshot instructions to customize feedback settings.

 

One step feedback Style

 

1. One Step Feedback: It will directly allow visitors to type in their feedback and send it over.

2. Email Addresses: Enter single or multiple email addresses on which you receive feedback.

3. Question Title: Customize the question title as per your preferences.

4. Require Email: Check the box if you wish to collect the user’s email address when they are submitting feedback.

5. Restrict multiple feedback: Prevent your website visitors from giving feedback more than once per page visit. For example, if a website visitor submits their feedback, they cannot do it again for the same page unless the page is refreshed or they return to this page.

 

Click Save when you’ve customized the feedback settings.

 

Here’s what the one-step feedback screen will look like to visitors:

 

One step feedback screen Preview

 

When you choose two-step feedback,

 

Two step feedback survey settings

 

1. Two-step feedback: It will have visitors rate the help article on the helpful quotient between Yes or No. Once they do, the next step will be to check the boxes next to the improvements they wish to see. In addition, they can provide some additional comments and send over the feedback.
2. Email addresses: Enter the email address where you’d like to get notified.
3. Feedback Question Title: Enter the feedback question you’d like to ask. If you do not prefer the edited question, click Switch to Default to reset it to the original version.

4. Follow-up Question: Enter the follow-up question for detailed feedback if the response is ‘No’ to the first question. You can click Switch to Default to reset to the original question.

5. Require Email: Optionally, you can request website visitors to provide their email addresses when they’re submitting feedback.
6. Restrict multiple feedback: You can also prevent website visitors from giving feedback more than once per page visit. For example, if a website visitor submits their feedback, they cannot do it again for the same page unless the page is refreshed or they return to this page.

 

Click Save when you’ve customized the feedback settings.

 

Here’s a breakdown of the two-step feedback:

 

Step 1

Article Feedback- Step 1

 

Step 2

Article Feedback; Step 2

 

Note: The feedback survey is applied to all your web pages and articles on your help site.

 

2. How to access feedback report

 

Feedback generates a corresponding report that shows you the rating given by your website visitors to your web pages or articles.

 

Step 1. Go to Reports.

 

Reports

 

Step 2. Go to Suggestions and scroll down to find the section ‘What are customers saying about articles?’ The screenshot below explains all the data you can see in the report.

 

Feedback survey reports

 

1. List from a minimum of 10 to a maximum of 100 feedback entries on a single page.

2. It shows the names of the articles/web pages given feedback.

3. Email addresses of your website visitors.

4. Shows feedback received as ‘‘Good’’ or ‘‘Bad’’. ‘‘Good’’ means your website visitor clicked ‘‘Yes’’ while ‘‘Bad’’ means they clicked ‘‘No’’.

5. Shows comments entered by your website visitors for the follow-up questions.

6. The date on which the user gave the feedback.

7. Download this report.

 

That is all about feedback and ratings in the knowledge base.

 

 

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