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."

 

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

 

knowlege_base_feedback

 

When your website visitors answer ‘Yes,’ the following question is displayed at the end of the page. They can choose to send their feedback.

 

feedback_on_yes_option
 

When the response is “No,” your website visitors get 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_on_no_option

 

Note: When a visitor clicks “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.

 

Benefits of asking for feedback on your help content:

 

  • Lets you know how your help 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

 

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: In your ProProfs Knowledge Base dashboard, go to Settings  >  Feedback

 

Feedback_settings

 

Step 2:  In your Feedback Notifications screen

 

  • Select “Turn On Feedback.”

 

Here you can select feedback style as “One step feedback” or “Two Step feedback.

 

When you select “One Step feedback,”

 

  • Enter the email address for feedback notification.

  • Enter the “Question Title.”

  • Select “Require email” option.

  • Click Save.

 

feedback_notiifcation

 

NOTE: You can click Switch to Default to reset the original question.

 

Here is how the “One step Feedback” form will appear on your page

 

one_step_feedback

 

When you select “Two Step feedback,”

 

  • Enter the Email address for feedback notification.

  • Enter the “Question Title” and “Follow Up a question.”

  • Select the “Require email” option.

  • Click Save.

 

two_step_feedback_form

 

Here is how the “Two Step Feedback” form will appear on your page

 

two_step_feedback

 

Description of Feedback Form elements

 

1. One-Step Feedback: This allows visitors to type their feedback and send it over.

 

2. Two-step feedback: This allows visitors to 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 feedback.

 

3. Email Addresses: Enter single or multiple email addresses on which you want to receive feedback.

 

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

 

5. Follow-Up Question: Enter the follow-up question for detailed feedback if the response is ‘No’ to the first question.

 

6. Require email: 

 

  • Require end user’s email before submitting feedback: Check the box if you wish to collect the user’s email address when submitting feedback.

  • Do not allow end users to submit feedback more than once per page: Prevent your website visitors from giving feedback more than once per page visit. 

 

For example, if visitors submit their feedback, they cannot do it again for the same page unless the page is refreshed or they return.

 

2. How to Access Feedback Report

 

Feedback generates a corresponding report showing your website visitors’ ratings of your web pages or articles.

 

Step 1: In your ProProfs Knowledge Base dashboard, go to Reports.

 

feedback_reports

 

Step 2: Select Suggestions from the sidebar and navigate to “What are customers saying about articles?

 

Here is what the report will look like:

 

Reports_suggestions

 

From here, you can:

 

  • Select the no. of entries to be displayed on a single page.

  • See and access the article.

  • Access the email addresses of your website users.

  • View feedback. “Good” means your website visitors clicked “Yes,” while “Bad” means they clicked “No.”

  • View the comments given by the users.

  • View the date on which the user gave feedback.

  • Download the feedback report.

 

That is all about feedback and ratings in the ProProfs Knowledge Base.

 

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