How to measure the success of finding your answer within the community that was already asked.

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I had a discussion about analytics with Qualtrics and they are looking for ways to concretely justify when a user has found an answer helpful that has already been asked.

One way they had guessed was to use a certain reaction that would be called Helpful and would be themed to appear larger. They would use this as a very low-level indication that there was a percent of the users finding questions that were asked that helped them as well.

As a premise, this is the same as when you read an FAQ or knowledge base article on a site and it asks if the information was helpful or not. Can we imagine any other ways a client might be able to measure that users found an answer to their question that was already asked in some other creative fashion?

One idea I heard was that Acer used Google Analytics and put a tag on Accepted Answer to measure how many users viewed it through there. Ideally, I'd like to avoid the client comparing GA data with Advanced Analytic data but that could be a solution.

I'd like to hear if anyone has any other creative suggestions in Vanilla on how a client might be able to accomplish this.

Comments

  • Vanilla Forums
    Vanilla Forums
    edited December 2017

    The industry standard on this is to present a "Was this article helpful? yes / no" explicit poll question after each post. This must be available to guests to be useful. I think this is something we'd want to offer as part of our knowledge base product.

    I don't think Vanilla has an adequate way of measuring this, currently, and I don't even know any realistic alternatives to the yes/no question. It's one of those things that's too complex to intuit; you gotta just ask the question and measure the results.

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