We would like to have star rating instead of just "Satisfied" and "Not Satisfied". It provide larger range for our customer and us to do data analysis.
I can support this. Would be a better gauge of how the team is performing. I know there were discussions already about how to make the surveys more robust. Yum Darling might be able to share more information. I would hope that other feature requests would be given priority over this implementation though.
Thanks for tagging me Gustavo Trujillo!
Let me ask the product team and get info for you about the surveys and this request in particular
Our group does not use the current feature that much (Satisfied / Not Satisfied), but I would add that using a star rating system is entirely too subjective. What one person considers a satisfied '5' might be considered a 3 by someone else, even though the same information was supplied. So how good was the answer really?
Using Satisfied/Not Satisfied keeps the quality 'clear' and is not open to interpretation. In my humble opinion using a range (stars, 1-to-5, etc) would distort the quality. Perhaps, if the range was clearly defined for the end user, that might go some way to helping.
Most enterprise survey software solutions (such as Verint) use the five-star rating. Users know that 1 star is bad and 5 stars is really good; doesn't need much explanation. Adding that to the surveys would be an excellent feature and also add the ability for users to comment.
This post just made me spend about 15 minutes looking up science behind 5 star ratings! I love it.
While I agree that the Satisfied, Not Satisfied ratings are very clear and it's either you are or aren't. Just the two options removes the end user turning into a "critic" or "analyzer" and just let's them go off their gut.
The 5 star rating has been around for a VERY long time and is widely know is Great, Good, Neutral, Bad, Very Bad. While it can lead to end users becoming "analyzers" - in a service tool, I personally want to know if people think my team is "great" or just "good". I want to be sure I'm working to get them from good to great so I'd like to see a 5 star option.
Heck, I would like to see a net promoter scale . . . but I won't add that to the conversation
NPS is what we use at our company, and at big companies like Apple and Amazon. I'd love to see it implemented in Samanage!
Just chatted with our illustrious Product team. They stand by the Satisfied/Not Satisfied option being the clearest... BUT also agreed that NPS would be really cool! (Good idea Shvonne Craig and Nicholas (nija) Jackson) We don't have the bandwidth to make it happen right now, but I LOVE the discussions here!! Keep letting me know if this is something you want and I'll keep bringing it up
I would like to add the NPS option was requested several times before so, it's certainly not something new. Do you have any roadmap for this?
Hi Nitsan Reznik!
Thanks for letting me know I haven't seen it but will continue to do research and make sure our team sees the feedback.
We don't have a timeline for this request, but as usual, the more I hear about it (from the more people), the better I'm able to push these requests forward
Dedicated to your success,
I don't think we need a multiple star rating. Generally positive or negative should be good enough.
There is a herd mentality that may drive this to a multiple star rating. Regardless of what everyone else does, this should only be implemented in Samanage if there is an even number of stars. For example, four or six stars, not five.
We always want to know whether it was more positive or negative. Allowing a middle/neutral response (3 stars out of 5, for example) doesn't generate any new information.
Adding a configuration item to toggle between up/down or 5 stars might satisfy both crowds.
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