Customer Feedback


 

Getting customers’ feedback is inevitable for any business. When it comes to documentation, majority of the clients (readers) are reluctant to give their feedback.  

Is that help system sounds jejune for them..? Are they really accessing it..?

Any Tech author will be curious to hear about his help system, Is that useful to the clients? Does the client get the answer for their queries..? Which page or topic is accessed by the people more frequently?  And so on.

One quick way to get the user access statistics is embedding a piece of HTML or JavaScript code in your site. Many online statistical tools are available like http://sitemeter.com or http://histats.com.

But if you want to get the feedback in a professional way, you can create a user feedback form or if you have RoboHelp Office Pro, you can use the logging and tracking feature – says Neil Perlin in his article on RoboHelp in the adobe.com.

He further adds that RoboHelp Office Pro has set of reports in seven categories of information:

  • Unanswered Questions: Questions that users’ type but to which they don’t find an answer.
  • Frequently Asked Questions: Questions that users ask most often about.
  • Areas Requiring Help: Areas that user ask questions about most often.
  • Frequently Viewed Content: Topics that users view most often.
  • Usage Statistics: Information about when users access the material. This might indicate a need for more server capacity in response to user complaints about slow access at 9 AM, for example.
  • Question Trends: The number of answered versus unanswered questions over time.
  • Errors: Various help system errors.

Quite interesting. By the way, recently I included “Rate this” widget in the site, just curious to hear from you.  🙂

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5 Responses to “Customer Feedback”

  1. Subha Says:

    Good topic Renga. User feed back form should be in a simple format so that you can get more feed back.

  2. Sita Bhatt Says:

    Interesting to know about Robohelp Pro’s reports as feedback. Will make feedback much easier for a lot of authors.

  3. Karthik Says:

    customer satisfacation and their comments are most important

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