Stephanie Petersen

Hi Nicole,

John is perfectly captured the issue for us here. The up votes or down votes on articles are currently not useful data to us to use to improve any articles. We have no feedback from an up or down vote that will allow us to improve an article in any way.

As an example, our help center is a public facing tool that provides documentation, tutorials and troubleshooting information for a particular line of consumer electronic products. One of those products has an activation process to use the device following purchase. There is one help center article that describes how that process works, why its required and what to do if the user needs help. This article regularly gets many down votes. With the current system, we are spinning a lot of cycles on revisions based on pure guesses as to why the article may be down voted so often. 

Are our customers having trouble executing the activation process with the instructions provided? Do the customers not like the activation code process in general or find it difficult to execute? Would they rather see a quick video on how this process works and do not want to read the instructions? Are customers that are coming to this article ones who have missing or incorrect activation codes and they aren't getting the help on this page to get their devices activated? Or, are the down votes resulting from units that are stolen and cannot be activated?

In addition to the collection of feedback for the up or down vote, we would like the ability to hide the up or down votes on specific articles. This would be specifically useful in cases like the article I mentioned above, where we may determine over a period time collecting this feedback that the down votes are the result of frustrated users trying to obtain activation codes without purchase.

Also looking for an update on this. We would also find this additional data very useful!