Customer Feedback Chart

[SJEaton]

Hi

I've created a chart based on customer feedback star ratings for closed requests.  We have a 5 star rating and the chart generated is as attached.  Can you confirm what the '0' count in blue means please as we don't have a 0 stars option, just 1 - 5?  Does it mean someone completed feedback but didn't give a star rating and then 'no set' indicates where feedback hasn't been submitted at all?   I've also screenshot the view set up for this so you can see what makes this chart.  Thanks

Sam

[James Ainsworth]

Hi @SJEaton

I'm going to take a guess, but I will try to confirm if I'm right or not.  "Not Set" will be the number of requests where the customer has not yet provided feedback.  0 (zero) might be those that have selected the "No Thanks" option and opted out of providing the feedback.

James

[SJEaton]

Yea I guess that sounds sensible.  Thanks James 

[SJEaton]

Hi @James Ainsworth, don't suppose you got confirmation regarding  "Not Set" being the number of requests where the customer has not yet provided feedback and 0 (zero) being those that have selected the "No Thanks" option and opted out of providing the feedback did you?

 

Sam

[James Ainsworth]

Hi Sam,

From the code, it appears that we only using Not Set  and numbers 1 - 5.  Zero (0) is not used.  Is it possible that the requests where you see the rating of zero (0)  were imported requests?

Regards,

James

[SJEaton]

Hi @James Ainsworth, not sure what you mean by imported requests?  Sam

[James Ainsworth]

It is possible that when your system was originally set up that there may have been some requests imported from your previous tool.  

Regards,

James

[SJEaton]

I don't think this was the case James

[James Ainsworth]

Hi Sam,

I'm going to assume that this is still the case for you.  Discussing with Developers and as mentioned before, 0 is not used in our code so we are not aware at this point how these fields would have been populated with this value.  I was wondering if you have experienced any new requests that mark feedback as being zero (0)?    

Regards,

James

[SJEaton]

Hi @James Ainsworth , yes this still happens.  You will see from the attached that we now have thousands of 0 ratings! 

Sam

[James Ainsworth]

@SJEaton

From our perspective we do not know how the values of 0 were added.   We don't have a fix to apply to remove these values.  This might be more of a matter of cleaning you data.  I will revisit with our developers in case something was missed.

Regards,

James

[SJEaton]

But this is just based on the 5 star rating already built into the system so I have no idea of what or how to clean the data as we can't determine the action (or non action) that generates the zero?  We will continue to assume that its where a customer hasn't even looked at the feedback form.

Sam

[Ryan]

@SJEaton  When closing a request via the BPM, the system was incorrectly setting the rating to 0. This is where all the 0 values are coming from.

If a user provides feedback, then it would have overwritten the 0 value. I think it is safe to assume that they are the same as "not set".

Ryan

[SJEaton]

Thanks @Ryan. 

4 hours ago, Ryan said:

When closing a request via the BPM, the system was incorrectly setting the rating to 0.

Are you saying this is an issue that's now been fixed?

Sam

[James Ainsworth]

Hi @SJEaton

There was an issue that was found where closing a request through the BPM set the value to 0.  This has been corrected and 0 is no longer used. 

This fix will not update your data.  It will only prevent it from occurring in the future.  For your existing star rating feedback chart, 0 and Not Set are the same.  Just that one had the request closed via BPM and the other would have had requests closed manually.

I hope that helps.

Regards,

James

[SJEaton]

Hi @James Ainsworth, thanks for confirming.

Sam