User satisfaction

This measures the 'yes' and 'no' responses to the feedback question on every page.

Summary

Like the content quality tab, this tab will also look the same no matter what content type you’re viewing. Here you’ll see:

  • “No” rate

  • “No” responses per 1,000 visitors

  • “Yes” & “No” count

Note: "No score" indicates that there is no score (e.g. there's not enough data to calculate one.)

Example of a User Satisfaction dashboard with "no score"

“No” percentage

This is the percentage of visitors who answered “No” to the question “Did you find what you’re looking for on this webpage?” For example, if 10 visitors answered, and 5 of them said no, your No rate is 50%.

If a page gets fewer than 3 feedback responses, "no" percentage won't be counted as part of its score. If this is the case, you'll see "no score" as your total User satisfaction score.

You’ll see there are 2 charts here representing this number: the last full month along with the percentage over the last 6 full months.

“No” responses per 1,000 visitors

While 50% of respondents may have said no, it’s important to know what portion of your audience that represents. If your audience is 10,000 visitors over the last full month, that's not too bad. If your audience is 100 visitors over the last full month, that’s a bigger concern. To the right of this percentage we show you the No’s/1,000 over the last 6 full months.

If a page gets fewer than 500 pageviews, "no" responses per 1,000 visitors won't be counted as part of its score. If this is the case, you'll see "no score" as your total User satisfaction score.

“Yes” & “No” count

We have also included a few additional metrics here:

  • Yes and No Counts

  • Full number of responses

To read the full text of the comments left on your content, you can use the in-page Feedback tool or the Feedback Manager.

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