ouch 20%! What are the themes of your feedback? Personally, I don’t think being deflected would be the best strategy in the first instance when satisfaction and trust is starting from such a low point.

Thank you for your reply Roxwell.

Indeed, our goal is purely user satisfaction instead deflection. We are matching the unhelpful ratings with the open tickets to understand how we can adjust or add keywords to the articles in our KDB. However, it would be interesting to have a comparison point with other clients. :)

How many replies are you getting back? Thing about data is it may be that the only people replying are the people who aren’t happy.  Not saying that is good or bad, but it may be something to consider. I would be interested to hear what your numbers of sent versus replied etc are.

Here is some info from May:

542 Conversations

193 Unhelpful and 38 helpful

Before jumping into conclusions, would love to know some more experiences!