In our community of database owners, an interesting request has been raised that is already known in other platforms such as SAP or Microsoft.
In ServiceNow, you can enable the rating of articles with 5 stars or helpful/not helpful.
If we look at the user's rating, the motivations for a bad rate can be different.
For example:
- The article is easily searchable, it's clear but it doesn't solve my problem
- The article is easily searchable, it's clear but I don't like the process described
- The article is incomplete or contains incorrect information
- The article is unclear
Combining the 2 types of feedback could be the solution
- Article quality ==> use 5 stars
- Process/solution quality ==> use Helpful / Not helpful
But it requires educating the audience of users.
It was simply proposed to include among the reasons for negative feedback like
Process or solution dissatisfied me or something similar.
The problems is then, how to differentiate the calculation (Do not charge the bad rate to article in case of process or solution problem).
Do you have any advices or contribution to this concept?
