User feedback is invaluable for improving your knowledge base. By understanding what users find helpful or confusing, you can continuously refine your content and structure.
Why Feedback Matters
User feedback provides insights that analytics alone cannot reveal:
- Content clarity and effectiveness
- Missing information
- Confusing sections
- User satisfaction levels
- Content improvement opportunities
Feedback Collection Methods
Heroic Knowledge Base includes built-in feedback tools that make it easy to collect user opinions:
| Method | Purpose |
|---|---|
| Article Ratings | Quick thumbs up/down feedback |
| Detailed Feedback Forms | Specific comments and suggestions |
| Search Feedback | Identify content gaps |
| Transfer Analytics | Track when users need additional help |
Implementing Feedback Loops
Create a systematic approach to collecting and acting on feedback:
1. Make Feedback Easy
Place feedback options prominently on every article. The easier it is to provide feedback, the more you’ll receive.
2. Review Regularly
Set aside time weekly or monthly to review feedback and identify patterns.
3. Act on Feedback
Update articles based on feedback. When users see their suggestions implemented, they’re more likely to continue providing feedback.
Prioritizing Feedback
Not all feedback requires immediate action. Prioritize based on:
- Frequency of similar feedback
- Impact on user experience
- Ease of implementation
- Strategic importance
Feedback is a gift. Every piece of feedback, whether positive or negative, provides an opportunity to improve your knowledge base and better serve your users.
Using Analytics to Complement Feedback
Combine feedback with analytics data for a complete picture:
Article Performance Metrics
Track metrics like:
- View counts
- Time on page
- Bounce rates
- Search-to-article conversion
- Feedback ratings