This best practice article outlines the importance of gaining feedback from anonymous users (i.e. users who access your site without logging in).
Why should I get feedback from my anonymous users?
Your online documentation is one of the most important stops in your customer's online journey. Gaining as much feedback as your customers are willing to give helps your team understand which articles are helping and which are hindering them in their journey. One of the most insightful and low-effort methods to gain feedback on your MindTouch help content is through gathering page ratings from your anonymous users, who also tend to be your largest user base. Encouraging anonymous users to leave feedback during micro-moments of their journey allows them to invest in and engage with your product and allows you to improve your self-service strategy and increase the following:
- Brand loyalty
- Customer retention
- Quicker sales cycles
- Net promoter score (NPS)
Do anonymous users even rate pages?
Yes, they do. In fact, in 2016 MindTouch customers saw 92.97% of their page ratings come from anonymous users, which is a great indicator of how much anonymous users care and want to be engaged with our customers' products. All of that feedback allowed content managers across a myriad of industries target highly trafficked articles and understand how effective their content has been to the success of their users.
How do I know if my MindTouch site has anonymous rating enabled?
There are two ways to find out if your site had anonymous rating enabled:
- Go to any topic, how-to or reference page while logged out and check to see if the rating widget is shown at the bottom of the page:
- Navigate to your site settings and confirm that anonymous rating is not disabled.
How do I analyze the feedback?
The MindTouch community scoring report provides insight into how your community has rated your articles. Reviewing page ratings (especially for key articles) allows you to strategize efforts around your existing content, i.e. determine whether to update, revise, delete or add content to help users become more successful with even less effort and in less time.
Read about other ways to encourage customer feedback on your MindTouch site.