How to encourage users to "leave feedback" in the esc portal for knowledge articles

[Arnaldo]

Dear community 
We are using feedback management in ServiceNow and we are detecting that there is no a solution that can encourage standard users to "leave feedback" in the esc portal.
Having more feedback positive or negative is one of the solution that push author to improve the usability of the articles.  for example article could be very useful for a user but if that user don't leave a feedback (by stars or helpful) the author will never have will never be assured of the efficiency of his article.
I'm wondering to a random solution that will ask user to provide a feedback afte the closure of the article , like it happening from time to time in MS Teams .

Do you have anything to suggest or comment here? 

[DavidBReynolds]

I use a feedback report from our bot and then review the technical support ticket to see how the incident was resolved. In some cases, there is no clear explanation of what was done so I reach out to the user and ask. While I'm at it, I ask them for additional feedback.

Another option is running a report, seeing who provides the most frequent Yes/No or stars in terms of feedback and then emailing them individually. That can help, though a lot of people ignore the messages, too.

I've found that many people will rate an article as not being helpful and then use the information in it to resolve their issue. I've also seen many examples of people having an article explaining what to do provided to them. They speak to a tech and the tech walks them through the steps in the article. Issue resolved even though they could have done it themselves.

[Arnaldo]

Thank you for sharing your experience. The goal I have in mind is to collect more feedback as with more feedback I can better identify articles that are in the lower positions of the ranking. Generally people are more motivated to leave negative feedback, because a good article ( that helped us solve a request or problem) is often considered the norm and we forget to reward it

[Flitdog78 · Accepted solution]

I really like this idea Arnaldo.  You can send surveys out randomly using ServiceNow, if you have the survey widget enabled are you able to create a survey to send out one randomly to 20% of people who access the knowledge base that week at all?

[Arnaldo]

Many thanks Flitdog78 ... I've immediately had  a look to Surveys (servicenow.com) and it promises a lot.
The only concerns is about how configuring that at right time.
"Carpe diem" is my motto and I believe that survey should pops up immediately after a user
has read article, used the contents and closed window