Why get feedback from my anonymous users?
Online documentation is one of the most important stops in your customers' online journey. Gaining as much feedback as your customers are willing to give helps your team understand which articles are helping or hindering them.
One of the most insightful and low-effort methods to gain feedback on your content is through gathering page ratings from your anonymous users, who also tend to be the largest user base. Encouraging anonymous users to leave feedback during micro-moments of their journey allows them to invest in and engage with your product, and allows you to improve your self-service strategy. The following also happens when feedback is asked for, received, and implemented:
- Increased brand loyalty
- Higher customer retention
- Quicker sales cycles
- Improved net promoter score (NPS)
Anonymous users can rate pages positively or negatively, but only users who are logged in can share detailed feedback and ideas for article improvement.
Do anonymous users even rate pages?
Yes! In 2016 Expert customers saw 93% of their page ratings come from anonymous users, which is a great indicator of how much anonymous users care and want to be engaged with your products. All of that feedback allowed content managers across many industries to target highly visited articles and understand how effective their content has been to the success of their users.
How do I know if my site has anonymous rating enabled?
There are two ways to find out if your site had anonymous rating enabled:
- Go to any article page while logged out and check to see if the rating widget is shown at the bottom of the page.
- Navigate to your site settings and confirm that anonymous rating is not disabled.
How do I analyze the feedback?
The Expert community scoring report provides insight into how your community has rated your articles. Reviewing page ratings (especially for key articles) allows you to strategize efforts around your existing content, such as determining whether to update, revise, delete, or add content to help users become more successful with even less effort and in less time.