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So we were doing user testing today and we ran into some problems with submitting Feedback through GS.
BIG issue is that they go through the process, get to the end and then it asks them to login!!! Previously, it had asked to enter their name and Email or asked to login on the side, and we were OK with that, but this is unacceptable!
I got chewed out because we now know why people aren't leaving feedback and why we have been getting reports that they couldn't figure out feedback. They get here and they don't know what to do. Users should have an option, you are leading them here.
In our user testing, people got here and abandoned the page completely. These are general users here, most of which have issues sending and receiving email, it needs to be as easy as possible.
Sure, they can click 'Post Privately' but 1. Users don't read things and 2. they did not see it (Not one of 5 people noticed that link).
Please tell me that this is a glaring oversight and it will be fixed very soon, otherwise I'm getting chewed out again and I will most likely be told to shut down our account.
BIG issue is that they go through the process, get to the end and then it asks them to login!!! Previously, it had asked to enter their name and Email or asked to login on the side, and we were OK with that, but this is unacceptable!
I got chewed out because we now know why people aren't leaving feedback and why we have been getting reports that they couldn't figure out feedback. They get here and they don't know what to do. Users should have an option, you are leading them here.
In our user testing, people got here and abandoned the page completely. These are general users here, most of which have issues sending and receiving email, it needs to be as easy as possible.
Sure, they can click 'Post Privately' but 1. Users don't read things and 2. they did not see it (Not one of 5 people noticed that link).
Please tell me that this is a glaring oversight and it will be fixed very soon, otherwise I'm getting chewed out again and I will most likely be told to shut down our account.
I’m very sad
1
person has this problem
I have this problem, too!
Tell me when someone solves it.
The more people who report this problem, the more it gets noticed.
The more people who report this problem, the more it gets noticed.
The company has a solution in progress.
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Inappropriate?Hi Kray,
So you're talking about this screen, right?
We've been requiring users to login for well over a year now, but have also always kept our login / signup process very lightweight. We recently launched an update to our login system which actually makes it even easier for people to interact on Get Satisfaction. We've now given them the option of using Facebook Connect, Google, and Twitter. Perhaps what you're responding to is the fact that the login screen for your feedback widget is defaulted to the Facebook Connect option? If it defaulted to the Get Satisfaction login option it would be the same functionality that we had before this update we made a few weeks ago.
Would you prefer it default to the GS login option? Or have I misunderstood something? -
Inappropriate?Amy,
you got it half right. It doesn't matter what login you ask for, most people submitting feedback have never done so before and you are asking them to LOGIN. They hit that page and say to themselves 1) they are already logged in (To our site) and they just close the window, meaning we don't get the feedback, or 2) they don't have an account so how are they going to login?
previously, when you came to this page it asked for a name and email address, and on the right it said you could login with your GS username and password, which took you to this screen. THIS is what you need to bring back, and on the right you can put "Login with one of these options"
We had 5 testers in today and none of them knew what they were supposed to do and just left. You have to remember, 90% of internet users have no idea what they are doing. I learned this doing sales for 3 years, one of my clients was a brain surgeon, but he could barely run his email.
If you ask for their name and email to submit feedback, they can handle that, but you ask them to Login and they are confused all to hell because they came from a site they were already logged in to. Despite the 'Powered by Get Satisfaction' at the bottom, EVERYBODY thought it was part of our system.
While we would love to use the API so they can just stay logged in, we simply cannot justify the monthly cost at this stage of the game. Of course, that still wouldn't help to the people who have not signed up that want to leave feedback, then they are really confused!!
Just an FYI, we did a poll of 500 Facebook users, only 5% of them knew what Facebook Connect was!!! Such a great service, very poorly promoted!
I’m anxious
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Inappropriate?That is an oversight. In unifying the login across the site we lost the special case version that was here before.
We'll get the default state to be what we had in the widget before (or very close to it). Sorry for the anxiety! -
Inappropriate?Hey Thor,
Thanks! This will be a great relief. Of course, the anxiety is more the boss and investors breathing down my neck than the app itself!
I’m getting there
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Inappropriate?Thanks for clarifying, Thor! I wasn't aware that piece had changed.
Thanks for pointing it out, Kray. -
Inappropriate?Hey, no problem! If it can be broken, I'm usually the one who breaks it :o)
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Inappropriate?Do we know this this is going to be re-implemented?
We have not had a single piece of feedback submitted since this change happened, which goes to show that people do not want to login to post!
I’m sad
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Inappropriate?I'll have to check with the dev team, Kray. I don't see a feedback widget on your site. Is it on a special page?
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Inappropriate?Hey Eric,
It's on all the pages beyond the index page (Which still baffles me, it should be on the main page for sure lol). -
Inappropriate?Hi,
I think this problem is affecting us as well. We used to get nearly 100% completion on our custom feedback form (just a textarea). We integrated GS into our application (thinklinkr.com) a couple of weeks ago and our feedback form completion percentage dropped down to less than 20%. I suspected that the login was the problem.
I was actually planning on removing our GS integration. I'm glad to hear that you are adding in a no-login option. I think that should help get the feedback rate back up. Any idea when this will be released?
Love the service by the way,
Jason -
Inappropriate?I'm working on getting the posting form back to the way it was before the change that Kray mentioned ASAP. This was basically just an email and name, like a blog comment.
A separate feature would be to allow anonymous feedback. I don't have a date for this. -
Inappropriate?Thanks for the fast reply. It's very fitting that a customer support application development company would have great customer support.
I’m happy
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Inappropriate?I'm happy to help!
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Inappropriate?Jason,
I agree 100%. I love the service around these parts. It also shows the system works well for this type of service :o)
I’m excited
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