Ratings and feedback

Completion tells you what people did. Feedback tells you what they thought. Those are different things, and a guide can score well on the first while failing on the second.

A guide with 90% completion and a run of Neutral and Sad reactions worked, in the sense that people got to the end, and it still isn't good. Usually it was accurate but too slow, or it explained something people already understood. Nothing in the funnel would ever tell you that. Only the ratings do.

The feedback screen

When Feedback screen is on for a guide, users see a short prompt after the final step asking for a rating, with an optional comment. The app describes it as "Shown after final step" plus "+ optional comment".

Two consequences of it appearing at the end. The comment comes from someone who saw the whole thing, so it's informed. And people who skipped out part way are never asked, so a guide with a serious drop-off problem may collect very little feedback. When ratings are thin, read the step funnel instead, because it means most people never reached the question.

The four faces

Reveal asks for a reaction rather than a score. The four options are Love, Happy, Neutral, and Sad.

Faces work better than stars here because a face is a reaction and a number is a calculation. Someone deciding between three stars and four stars is doing arithmetic about a video they watched thirty seconds ago. Someone picking a face is answering how the guide felt, which is the question you actually wanted to ask, and they answer it in one tap without leaving your product.

Rating breakdown

The Rating breakdown on a guide's Overview tab gives you a row per face: Love, Happy, Neutral, and Sad. Before anyone has rated it, it reads "No ratings collected yet".

Read the distribution, not just the AVG. RATING card above it. A guide that's mostly Love with a few Sad ratings is a good guide that's wrong for a particular kind of user, and the fix is likely an audience change. A guide that's a flat wall of Neutral is one nobody minded and nobody needed, and the fix is either a shorter guide or no guide at all.

Latest feedback

Comments show up in two places, and the difference is scope.

On the Dashboard, the Latest feedback panel runs down the right side and covers the whole workspace, described as "From users who finished a guide." It's how you notice a comment about a guide you weren't thinking about.

On a guide's Overview tab, Latest feedback shows comments for that guide only, with a View all link when there's more than fits.

Comments are worth reading in full rather than counting. One sentence from a user saying they couldn't find the button you were pointing at will tell you more than the completion rate ever could.

Finding the guides that need you

On the Guides page there's a Has feedback / issues toggle next to the performance filter. Turning it on narrows the list to guides that have something waiting for you.

That enables a weekly routine worth keeping. Open Reveal, go to Guides, turn on Has feedback / issues, work through what's there, fix three things, close the tab. Fifteen minutes a week keeps a library of guides honest, and it's a much better use of your time than a quarterly audit of everything.

You can also have Reveal tell you. In Settings, Notifications, the New feedback toggle covers "When a user submits a rating or comment."

Coming soon. The notification preferences UI is in place, and the app notes that sending will activate once the notifications service is connected. Set your preferences now, expect the emails later.

Turning the prompt on or off

The feedback prompt is a per-guide setting. Open the guide, go to the Behavior tab, and use Feedback screen ("Ask for a rating and optional comment at the end"). Click Save changes, because nothing on that tab saves on its own.

Leave it on for anything you plan to improve. Turn it off for short utility guides where the question costs more attention than the answer is worth. Skips, frequency, and feedback covers the rest of that tab.

Next steps

• Analytics: The numbers that sit alongside the ratings.

• The step funnel: Where people left, when they didn't reach the prompt.

• Skips, frequency, and feedback: Turn the feedback screen on or off per guide.

• Organize guides: The Has feedback / issues filter and the rest of the Guides page.