Ratings

Capture feedback from your readers so you can identify content that is and isn't working well.

Ratings overview

The Ratings feature is one way for you to capture feedback from your readers about the quality of your content.

Using either a thumbs up/thumbs down or a five-star rating system, with the click of a button readers can rate your content. This lets your readers know you care about their input and helps you make that input actionable.

All ratings are captured in a dashboard so you can see:

  • Which articles have been rated
  • The total number of ratings each article receives
  • The average rating the article receives

This way, you can target low-rated content for improvement, or consider using high-rated content as templates for future content creation.

Enable ratings

To get started go to Settings > Article Ratings.

You can select from two different types of feedback:

  • thumbs up/thumbs down
  • five-star rating

 

Rating Text allows you to change how your feedback question is asked. 

Rating Submit Text is the message the reader will see after they input their feedback. 

Once those are in place we will determine where we'd like these feedback widgets.

To get started, copy the merge code in the Rating Merge Code field.

[template("rating")]

Add ratings to all articles

You can place the rating merge code in the HTML of all articles. Go to Settings > Style > Custom HTML and select Article. You can place the merge code after the article body merge code or in the hg-article-footer div.

Either of these locations will display at the bottom of each article.

You'll probably also want to add a header to display above the rating as well and perhaps a div with a class so that you can style the rating widget.

Something like the following should do:

<div class="Ratings!">
 <h3>Rate this Article!</h3>
 [template("rating")]
 </div>

Add ratings to individual articles

If you only want to display the rating widget in certain articles you can place the rating merge code at the bottom of individual articles. To do so, edit the article and click the Source button in the top right of the editor toolbar.

Scroll to the bottom of the article and paste the merge code.

You'll probably also want to add a header to display above the rating as well and perhaps a div with a class so that you can style the rating widget.

Something like the following should do:

<div class="Ratings">
 <h3>Rate This Article!</h3>
 [template("rating")]
 </div>

Ratings reporting

You can obtain a report on article ratings from Reporting -> Dashboard.

Screenshot of sample Article Ratings reportSample Article Ratings report

The Article Ratings report displays all articles and categories that have received a rating. It allows for sorting. The layout will look a little different depending on which rating scale you've selected:

  • Thumbs Up / Down displays a column for each
  • Star Rating displays the average rating out of 5 stars

Articles are displayed with the full title; categories are displayed with a folder to the left of the full title.

Ratings can be reset upon request either for your entire knowledge base or individual articles. Please contact us for help!

The table will show 10 articles at a time; to view the full list at once, use the Export to CSV link next to the Article Ratings header.

Note: You must have the Ratings feature enabled and the ratings template added to your knowledge base for this report to work.