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

[John_Wilkes]

Can I ask, did you see any changes in user behaviour to feedback when you took this approach rather than using the out of the box process. I'm wondering if you received more feedback, better quality feedback or if you had a better approach to feedback from your authors or knowledge owners?

[shannontann]

Hi @amarks ,

There is a lot of configuration available with feedback which I assume you are aware.  We use Feedback Tasks and do not require a comment as we also wanted feedback even if they don't choose to add a comment.  If the article is not helpful, we prompt a comment box.  If the article is rated 3 stars or less, we prompt a comment.  If the consumer chooses to not add anything in the comment, the feedback tasks still knows who provided the feedback and allows the Author or OG to contact that provider of feedback and collaborate on what prompted that particular feedback.  I hope that is helpful!

[patimumma]

May I ask - when we select helpful or not helpful there isn't an option to add any comments. Is this something that needs to be turned on? Without a comment box popping up for feedback this option was useless for us and required a manual follow up. We removed helpful/not helpful and left only the rating to a least get some feedback if someone feels it is average or less. 

[scottlarson]

Hi patimumma,

Yes, the popup window to provide feedback is something you can turn on/off and even customize if needed. The documentation can be found here: Enable actionable knowledge feedback • Australia ServiceNow AI Platform Capabilities • Docs | Servic...

Depending on if this is being used for IT or HR, you may want to customize the popup language. I'm in HR and we had issues with employees using the open text field to try submitting help tickets. We had to change the language to be VERY clear that the feedback is about the article quality/content, not how employees FEEL about the topic or about their personal situation.

Hope this helps!