What are feedback analytics insights?

HelpKit insights are a great way to understand how your customers are using your knowledge base so that you can learn from it and improve your articles.

💬 Feedback insights gives you access to your articles feedback sentiment where you can learn from your users article reactions and their comments.

When a user lands on your help article page they’ll have the option to provide feedback via the feedback box at the bottom of the article. The options show three distinctive emojis indicating a negative, neutral or positive experience.

If the user reactes with a negative or neutral feedback, a feedback popup will show up prompting the user to optionally provide more context and their email address.

In your dashboard, the feedback insights page will look like this:

You can find the two new pages in the HelpKit dashboard by navigating to the new Insights tab in the top menu bar.

At the moment feedback analytics will provide you with the following data:

The article table displays all your articles that have received a reaction. You can filter based on the reaction’s sentiment as well as the number of received comments. By clicking on the article a dropdown will open that allows you to:

The comments table displays a list of all received comments. You can search and filter through your comments based on:

Research suggests that people heed negative reviews more than positive ones — despite their questionable credibility. This means that the number of neutral or negative article reactions might be far higher than those from positive reactions. This can skew your usefulness score.