Require comments on negative feedback or leave OOTB?

[amarks]

We are making our KB available to a new audience. The OOTB solution for feedback is that when someone marks and article as helpful/not helpful, a dialog box opens allow them to select from a list of responses.  The default response is "Other."  There is a comment box available to add details, should the user wish to do so.

Some of members are arguing to make the details mandatory if "other" is selected claiming that we may end up with negative feedback that isn't specifically actionable. Others, including me, are advocating for leaving the ability to submit without comment to ensure the best user experience and minimal barriers to providing feedback. My inclination is to adopt a position of "address it if it is an issue," especially if the risk is negligible.  I'd like to hear your opinion on the matter.

Thanks,

Adam

[Andrew64]

Hello Adam, 

We have looked into this same thing. "Other" isn't very helpful. What we came up with is not making it mandatory because once you do, you get poor data or people not wanting to even click the button because they have to say why. What we found is if a user has something helpful to add they will make the comment. 

Hope this helps. 

Have a good day!

[Mike Van Vooren]

In our experience, we have it configured to only create an actionable ticket if someone chooses one of the canned bullets or if they select "Other" AND leave something in the comment box.  That should be an OOB configuration to set it up that way.  We still capture the feedback regardless.  Our thought is that their feedback might be useful if they choose to take the extra time to write a specific comment in that field.  Many times, they choose to write comments like "This article didn't address my issue".  But more than half of what we address has something useful in it.  We have found it to be a useful tool to receive feedback.

[Aerin]

We had the comment box as optional and 90% of the poor feedback had no information. Having to track down who submitted the feedback and ask why they thought it deserved a poor rating required far too much time. We've recently made adding a comment mandatory and started an educational process to explain what kind of information to include and why.  We've also added an option to request an article when they can't find information they are looking for, since a substantial number of people would mark the last article they looked at as poor, out of frustration, even if it wasn't at all what they were looking for.

[Sumanth16]

Hi @amarks ,

Hi  you need to clone  Knowledge Article Content widget and in client controller you can make this as mandatory. Look for the below function

    c.submitFeedbackTask = function(){
        if(!c.data.reason){
            c.flagMessage = "${Please provide the mandatory details}";
            $("#detailsComment").focus();
            return false;
        }

// add the below bold statement
        if(!c.data.details){
            c.flagMessage = "${Please provide the mandatory details}";
            $("#detailsComment").focus();
            return false;
        }
        else{
            c.submitted = true;
            c.closePopup();
        }
    }

If I could help you with your Query then, please hit the Thumb Icon and mark it as Correct !!

Thanks & Regards,

Sumanth Meda