SJEaton Posted November 9, 2017 Share Posted November 9, 2017 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 Link to comment Share on other sites More sharing options...
James Ainsworth Posted November 9, 2017 Share Posted November 9, 2017 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 Link to comment Share on other sites More sharing options...
SJEaton Posted November 10, 2017 Author Share Posted November 10, 2017 Yea I guess that sounds sensible. Thanks James Link to comment Share on other sites More sharing options...
SJEaton Posted December 15, 2017 Author Share Posted December 15, 2017 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 Link to comment Share on other sites More sharing options...
James Ainsworth Posted December 15, 2017 Share Posted December 15, 2017 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 Link to comment Share on other sites More sharing options...
SJEaton Posted December 17, 2017 Author Share Posted December 17, 2017 Hi @James Ainsworth, not sure what you mean by imported requests? Sam Link to comment Share on other sites More sharing options...
James Ainsworth Posted December 18, 2017 Share Posted December 18, 2017 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 Link to comment Share on other sites More sharing options...
SJEaton Posted December 18, 2017 Author Share Posted December 18, 2017 I don't think this was the case James Link to comment Share on other sites More sharing options...
James Ainsworth Posted March 19, 2018 Share Posted March 19, 2018 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 Link to comment Share on other sites More sharing options...
SJEaton Posted March 21, 2018 Author Share Posted March 21, 2018 Hi @James Ainsworth , yes this still happens. You will see from the attached that we now have thousands of 0 ratings! Sam Link to comment Share on other sites More sharing options...
James Ainsworth Posted March 21, 2018 Share Posted March 21, 2018 @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 Link to comment Share on other sites More sharing options...
SJEaton Posted March 22, 2018 Author Share Posted March 22, 2018 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 Link to comment Share on other sites More sharing options...
Ryan Posted April 27, 2018 Share Posted April 27, 2018 @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 Link to comment Share on other sites More sharing options...
SJEaton Posted April 27, 2018 Author Share Posted April 27, 2018 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 Link to comment Share on other sites More sharing options...
James Ainsworth Posted May 14, 2018 Share Posted May 14, 2018 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 Link to comment Share on other sites More sharing options...
SJEaton Posted May 16, 2018 Author Share Posted May 16, 2018 Hi @James Ainsworth, thanks for confirming. Sam Link to comment Share on other sites More sharing options...
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