Why can't you post anonymously on Get Satisfaction?

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are you giving facility to post topic anonymously?
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brain

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Posted 6 years ago

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Amy Muller, Co-founder

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You have to have an account and be logged in to post.
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brain

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yes I have an account. so how i wil post one topic anonymously
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Amy Muller, Co-founder

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Well, you can't post anonymously. That's what I meant by you have to have an account and be logged in to post. We don't allow anonymous posting.
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John V Denley

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well you should.....
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John V Denley

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Thats a shame, personally Id like the option as a business owner to let people post anonymously if they want to...
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John V Denley

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Also, its even more annoying that there is no indication that you cant post anonymously until you have put all the details in... thats very annoying from a customer point of view especially if they are already angry or upset and want to rant about something but dont want anyone attacking them back. Id prefer to know if someone is upset, even if I then choose to delete the message later. Bad feedback is often more important than positive feedback
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Andrew Inglis

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I completely agree with John. I respect what you are trying to do, but why not a small button below all of the logins that says (post anonymously to site owner) or something?
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Riley Lark

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I wish it were more clear that users will be required to sign in before they go to the trouble to write feedback.
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Morgan Sherwood

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John / Riley - I see your point in how that can be frustrating and we should do something to make it clear that you need to be logged in before you can post to a Get Satisfaction community. I'll be sure to bring this up with our designer.

The reason we don't allow anonymous posting is due to the fact that our product isn't a simple feedback gathering tool - it's a community building platform designed to facilitate customer service. You simply cannot have a healthy community if you allow for anonymity. Because of that I don't see us allowing anonymous posting to the public side of the community.
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John V Denley

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Can you recommend another product that DOES allow for anonymous posting? or should I just develop my own?
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John V Denley

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I take your point about a Community building platform, and perhaps unintentionally you hinted at the idea of a "private" side of the community where people COULD post anonymously.

That would make sense when the user has typed in everything they want to type in and then the system prompts for a login, the user could then select "post anonymously to the site administrator (NB your comments will not be viewed publicly unless the Administrator chooses to publish it manually)"
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Morgan Sherwood

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You mean like a way to private message employees with feedback?
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John V Denley

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No I mean at the moment, when someone writes a comment, they take the time to construct what they want to say, then when they click "submit" they are THEN asked to login, this is the point of extreme frustration if they don't want to login. My point is that they could be offered the option then to post anonymously. But they should be told that anonymous posts are not shown publicly unless the administrator approves it first. A good example might be a suggestion of a new feature, but equally it could be a complaint....
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Morgan Sherwood

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Ah, ok. Thanks for clearing that up.

I should mention that we're looking are re-doing the sign in flow as well as offering a private message option; but again, I doubt we'll ever allow members to post content without signing in or including their email address.
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John V Denley

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Well as I said earlier I think that's a mistake, and I may well end up looking for an alternate solution so that I can allow anonymous feedback from my customers!
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John V Denley

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Well as I said earlier I think that's a mistake, and I may well end up looking for an alternate solution so that I can allow anonymous feedback from my customers!
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Michael

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Absolutely right. I can see not allowing not-logged-in people to post to the community, but there's no sense losing their feedback: offer them an obvious option to "post privately" or as John put it "post anonymously to our customer representative."
Please consider adding such link/option to the second step of the feedback widget where the visitor sees FB, Google, Twitter, etc sign-in options.
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Jakub

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I totally agree with John V Denley. Spot on, I want my users to quickly send a note not build a community of comments, the reason I chose to use 'Get Satisfaction' is not to build a network of users, but to get quick feedback. I feel I can't get that if everyone needs to make an account and log in :(
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borgified

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i was wondering why my users didnt seem to provide any feedback till i tried to post some myself and realized i couldnt do so anonymously... i think most of my users dont want to go through that extra step of registering so we end up losing their valuable input. i wish there was a way...
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John V Denley

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Yes, yes, yes, EXACTLY, very well put!
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Michael

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Agreed. I foresee a steep decline in our feedback too - I changed over to Get Satisfaction this afternoon and I'm not quite comfortable with the "sign-on to send feedback" process, or more specifically the buried option to post privately. I will report back with some hard data about drop-offs on our site in a couple of days.
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John V Denley

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what did you move from Michael? Im looking for an alternative system, so that I can move away from get satisfaction until they allow some form of anonymous posting. Also you mentioned the "buried option to post privately" where is this, ive clearly missed that option....
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thewillweeks, Champion

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Zendesk is another option that I've used. It focus on private "tickets" for support handling.
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Michael

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John, the option appears as a link on the comment widget (the very bottom), just below the Continue button. It states: "or post it privately"
This is my first foray into community feedback. We simply used "web form to email" up until now. Let's hope the GS team will appreciate that our audience is hesitant in signing in simply to offer feedback, and get something worked out in a timely fashion.
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John V Denley

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ah ok Michael, maybe that's the solution for us to catch at source the decision to post anonymously. Ie on our website if someone clicks on a "give feedback" button then prompt them to either go to "get satisfaction" or "post anonymously, because the folks at get satisfaction won't let you"....

I doubt the folks here will ever implement this as they seem convinced that its a bad idea. So rather than providing choice and "satisfaction" they prefer to tell us how we should run our businesses.... hardly a way to "get satisfaction" is it!

3 months ago they said "You simply cannot have a healthy community if you allow for anonymity. Because of that I don't see us allowing anonymous posting to the public side of the community."

Fundamentally wrong in my opinion, but at least there is a glimmer of hope because she said "to the public side of the community."
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Michael

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>> Fundamentally wrong in my opinion, but at least there is a glimmer of hope because she said "to the public side of the community."

That's the thing. Why not capture the anonymous posts as well and let us, admins, convert it to a public post (under our own profile) if we wish to do so.

The truth is that the most important thing for us, website owners, is getting feedback in the first place; running an active community is secondary. Why not give us the best of both worlds?
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Riley Lark

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This is precisely how I feel. I've had about 50 questions on my get satisfaction site, and 5 people have emailed me with feedback saying "I don't want to sign up for GS." I'm lucky those five emailed - I'm sure there are many who didn't bother!

And in the end, I just pasted those emails into GS under my own account anyway, where sometimes they became good discussion topics amongst the registered users. I'd love for that to be the default behavior.
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Morgan Sherwood

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I hate to sound like I'm beating a dead horse here - but Get Satisfaction isn't a simple feedback collection tool; It's a community building platform. As soon as you add a loophole like anonymous posting, the spirit of the community will be undermined and opportunities for spammers and trolls will increase.

If you receive a piece of feedback via email that contains a good suggestion, then posting that to your community in order to start a conversation is an excellent practice which I've done plenty of times.

For those who don't want to sign in/up, we are planning to address this flow to make it more obvious you need to login before posting a question. We do have a Single Sign-On feature that can ease this flow by automatically logging your members into the Get Satisfaction environment without having to worry about creating an account.

Because there seems to be confusion about our private community offering, we do require Single Sign-On to be configured in all private communities. This means community members won't be bothered with the login flow because they'll automatically be passed into the community with your sites login credentials. They will still have an identity tied to all of their posts.

I'm very sorry if this post upsets those who have engaged in this topic - I don't like turning away customers, but I also feel it's my job to help folks find exactly what they need. Our product may not be the best fit for folks who just want to collect feedback, and you have the right to know that so you can make a solid business decision regarding what you presently need in order to drive your business forward.
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John V Denley

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UserVoice here I come.....
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Morgan Sherwood

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@John - UserVoice doesn't offer an anonymous feedback solution.
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John V Denley

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Hah, interestingly then its slightly misleading when it states "Allow anonymous voting" then... I did just try to leave an anonymous suggestion and you are right, you do have to at least supply an email.... sigh - guess ill just have to either look around for a solution that does what i need, or yet again write my own solution.....sigh
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Michael

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Good points Morgan,

I have to admit that I got hung up on promoting "anonymous posting" where I really meant "posting without a signup" (to Get Satisfaction, FB, Google etc.) but with name & email (what GS calls "private posts").

Unfortunately a majority our customers are not tech savvy to be on one of the big networks (Twitter, Google, FB). Those who are, I'm afraid do not trust this sign on process - which takes their login credentials to a social network - yet, even though you and I know that it is perfectly safe to do so. So, while the sign on is certainly convenient our users aren't ready to utilize it just yet.

The problem for my visitors is that the widget pushes the sign-on method; the more conventional/intuitive "email + name" method is buried. In the last 24 hours (our first day with GS) we have received no inquiries where we normally expect 3-5 per day.

From our perspective a good solution would be to give them an option to sign in with the networks (post to community) OR provide email+name (post privately) to submit - both options presented on the same screen.
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Thor, Co-founder

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Official Response
Hi all,
Great feedback. This is a discussion we've had many times both internally and externally. I'd like to share some perspectives from inside the product team here. To us the core issue is not whether we should allow anonymous posting, but how we can minimize friction to customers sharing their feedback. Anonymous posting is one solution to the challenge, but very problematic one as has been discussed.

As a datapoint, we launched a feature on our blog last year that allowed for anonymous sharing of ideas, and out of almost 400 submissions, exactly 3 were intelligible. Most were spam. We finally disabled it.

By contrast, when users send us suggestions via email they are not anonymous. Their email represents a unique identifier, and the attached data often indicates their real name. So a desire for true anonymity isn't really the issue.

It is quite clear that no one wants to create a new account if at all possible. This creates friction. We've rolled out various features to reduce blockers to use, such as single sign-on and one-click login through social systems like Facebook, Twitter and Google. We are currently looking at ways to put these one-click options front-and-center (they're a bit marginalized at the moment). While this won't be a solution for 100% of everyone, in our estimation it is a more durable solution to the friction problem. And it makes it even more difficult for spammers to waste your time.

We're certainly open to other ideas to the core challenge. Thanks for sharing!
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John V Denley

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Again, I make the suggestion that anonymous postings should not be blindly posted to a public wall, but are collected as viewable only to the admins and then they can choose if they wish to publish the post or not.

Also if they get too many spammy or junkmail posts, then they can choose to turn off the option to allow anonymous posts if they wish.

My desire from all applications is that they should not just say NO to an additional feature, but merely allow an option for the user to choose to use it if they wish.

Whilst I understand your datapoint stats, that was a public wall with the posts going straight onto it, and its also going to be a well read blog, so the opportunity to spam to it is obvious.

Sending an email about a suggestion is also a very different customer experience than the type that we are talking about here, it is also a very different mindset. When you are writing an email you are implicitly understanding that its not an anonymous posting before you start. The REAL problem with your site, is that there is no indication that there is a need to login/register BEFORE you start writing your comment/suggestion/rant and that will inevitably change the tone of the post that you are considering making. If you start off expecting it to be anonymous, you may be far more vicious and scathing (dare I say HONEST!) about your customer experience. The minute you know that someone could come back to you, may take offence to what you are saying, you tone it down, perhaps dont say everything you might want to say, and you get a skewed view of your own product. It becomes a back slapping excercise rather than an open debate. It prevents you from hearing from people who hate you or hates your services.

As an example, I was debating for quite some time whether or not to say "Uservoice here I come" earlier, but decided that I didnt care anymore what anyone at get satisfaction thought....and I have been holding back in earlier posts, but have been getting more and more wound up with the "we dont think you are right, we know better" attitude.

In fact I am now considering whether or not I should tone down that last paragraph, or reword it to make it appear less upset.... but Im not going to just to proove the point!

OK, rant over, If you dont implement an option to allow anonymous posting I will have to find another solution, as I WANT to know if anyone is upset with my product, or hates more, or even if they want to spam... great, at least it means Im getting enough traffic to justify it!
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John V Denley

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I have just tested the posting process again and given that you cant contribute without being logged in, you may as well prompt for the login after the user clicks on "Continue" if there are no matches in the current responses or if the user clicks on "Nope, finish posting my question" at least if you move the prompt to that step then people are not going to spend 5 minutes wording the request carefully, picking the mood symbol etc etc only to THEN find out that they have to login..... I REALLY want to know if anyone cancels out at that point. If someone has bothered to fill in ALL those details and then sees the login prompt and then says "oh i cant be bothered" that's an utter DISASTER for me.... someone was upset enough to bother writing in, but then get satisfaction goes and ruins that valuable feedback by being too militant about forcing people to login... .ARRGGHHH
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thewillweeks, Champion

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How hard is it to sign in via Facebook, Google, or any of the single sign in options? I doubt that stops many people.
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Thor, Co-founder

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We can absolutely improve the user experience to make it closer to effortless (and brain dead obvious) for one-click authentication. It is possible (though not easy) to make this easier than sending an email. That's one part of the focus of the product design work we're doing over the next few quarters.
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Michael

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@Will,

Not hard, but 1. a bunch of folks aren't on these social networks yet and 2. those who are, do they understand the connect/sign-in feature enough to know that it's private and secure, or will it take some time?
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Michael

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@Thor,

I just don't think a high number of internet users are "hip" or savvy enough to utilize one-click authentication. What is they see the following after they type their comment in the GS widget and hit "continue:"

-----------------------------
Before we post this, who are you?
name: __________
email: __________
[SUBMIT] <-- posted to admins in GS but not publicly until admin decides to do so

or

[Connect to Facebook]

[Google login]

[Twitter login]
-----------------------------

Again, no posts would be anonymous, so maybe this should be posted under a different topic?
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John V Denley

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Yes. Thor, perfect answer, that's what we want, why is this so hard? I still think total anonymity Would be useful, but this solution is at least a better option...
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[unused account]

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Anonymous posting would lead to trolling and spam. Then it wouldn't be a win situation for anyone besides the people who are making the experience worse for others.
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John V Denley

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If anonymous posts are not public without moderation from an admin then that would stop spam but still allow people to post anonymously. if they wish to... i had to sign in to leave my last comment, and my immediate reaction was "oh I can't be bothered", even though Google logon was only two clicks and I'm tech savvy, it was just a pain and irritated me, as it does every time!!!
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rcross

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Why o Why do you making it so fricking difficult to add a comment to a product? If i see an issue and just want to leave a comment, there is no reason to require me to sign in unless i *want* to receive notifications (i often don't). And then when i try to sign in and for get my details as I often do, I can't even just use the twitter auth - you still require me to link through to my email address and get a special token.

PLEASE just let people leave a comment. You make the barrier so hard that i'm sure there are many people who just give up. Its honestly not worth it 99% of the time.

This reply was created from a merged topic originally titled
Don't require login to comment.
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John V Denley

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Yes I still agree with this, but no amount of ranting will change their mind.....sigh
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rcross

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There are many ways to handle spam and still allow for anonymous posting. With all the complaints this sounds more like GetSatisfaction just doesn't want to make this work and see this a realistic justification.

captcha, gotcha, akismet, mollom, moderation, restricted against urls for anonymous posts, improved UI to make it more clear to sign in first, bayesian filters, traffic analysis (bad behaviour), etc. These are all good techniques that many other sites use to deal with this - why not here?

I honestly can't believe that I continue having to login to post this. Think about how much I have to care about this that i will fight through to make sure someone understands.

Historically, I know I have decided to abandon my post on several products for this specific reason. Its too much effort to contribute. I am sure there are many more (probably less techinical than myself) that are abandoning their posts.

I thought one of the main drivers for GetStatisfaction was to make it EASIER to give feedback to companies. This is NOT helping that goal.
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Jakub

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I'm not happy either, I mean I'm not paying for the service, but my expectation was GREAT I can use this to get good feedback from visitors. Now I wonder why the hell I put it on my website? Because people when angry will not go out of their way to sign up / sign in to bitch / comment on something that say broke (bug in code, etc).
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Rich Martell

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Is there a way to make the login/verifcation process on the tab easier. Currently there are numerous steps and our users don't want to give away loads of information. A simple email and name form would be enough rather than facebook login. Or is there another part to allow them to submit feedback anonymously?

This reply was created from a merged topic originally titled
Is there a way to disable user login after feedback?.
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Jakub

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Is there a way to get my get Satisfaction 'Feedback tab' widget to take feedback WITHOUT requiring a login?

I want to make it EVEN easier for users to just anonymously (or with an option of signing up) to post something.

Currently if I 'log out' it asks me to log in before submission, I want to make sure users send me bug reports and not just get frustrated due to yet ANOTHER login (even tho it is openid accessible).

This reply was created from a merged topic originally titled
Is there a method to disable login for submissions?.
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John V Denley

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+1!!! How many more of these requests do you guys need to see before you realise that "get satisfaction" is not even living up to its own name?!

Yours very much still "unsatisfied"!!!!
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Greg Keller

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Does Get Satisfaction offer the ability to allow feedback/questions by people without authenticating?

This reply was created from a merged topic originally titled
Feedback Widget Authentication Question.
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John V Denley

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No they don't
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joshua0021987

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Please allow us the option to not require users to register before giving feedback. Anonymous feedback is still very useful.

This reply was created from a merged topic originally titled
Anonymous feedback is still very useful..
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John V Denley

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+1 (again!)
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Jeff Laiosa

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Is this to prevent spamming or is there some way to remove this method of authentication?

This reply was created from a merged topic originally titled
feedback tab requires users to login.
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Amy Muller, Co-founder

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For those who've recently been merged into this topic, I just wanted to point out the reply from Thor at the top of this page.
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John V Denley

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to sum up the response from get satisfaction they basically say "we are not interested in providing anonymous commenting, we have decided that everyone has to log in and if you don't like it please go somewhere else"
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joshua0021987

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Regardless of Thor's response I still want anonymous posting. I don't see why its even an issue. Once I buy your service it should be up to ME on how I implement it. How do YOU know whats going to help my bottom line better than me?

Not allowing anonymous posting is the same thing as not allowing me to use the color "red" because you think red isn't a calm color.

Edit: argh case in point I wrote the above ten minutes ago. It took me 10 tries and a password reset just to remember my password. Now I'm even more frustrated and annoyed and I'm a very motivated buyer.

This process will just annoy the average buyer imho.
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Amy Muller, Co-founder

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Official Response
I'm sorry for your frustration with this issue. We hear you and appreciate all the feedback. Unfortunately, we can't implement every requested feature or change.

We allowed anonymous posting when we first launched Get Satisfaction and removed it quite a while back for reasons already discussed in this conversation.

There have been some interesting suggestions here -- like allow anonymous posting but send it through a moderator approval process before posting publicly. I'll certainly share that with our product team. However, to be completely honest, our near term roadmap is already determined so even if something like this was to be considered, it would represent a fairly significant system change and would not be implemented any time soon.

We're sorry if Get Satisfaction isn't the solution for you.
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John V Denley

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best response so far :D
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Nikita Bernstein

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Thanks for the sincere response. I am going to start looking at alternatives.
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anthony.darcovich

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Do customers have to create an account or can they leave feedback anonymously?

This reply was created from a merged topic originally titled
Feedback.
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John V Denley

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Sadly yes your customers do have to log in to leave feedback, their is currently no mechanism for avoiding the need to do this.
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Nikita Bernstein

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I'd like to add my voice to that of the community - I used to use Kampyle, which didn't require login and was getting decent response rates. Now that I rolled out GetSatisfaction, I am not seeing participation and I think this is largely due to the requirement to be logged in. This is very frustrating to me as a user and, instead of upgrading, at this point I am likely to switch to a different service that would allow for flows that allow users to leave anonymous feedback.
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John V Denley

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If you find a good solution that allows users to post anonymously, please do let me know as I (along with everyone else on this thread) will switch along with you! Hmmm, once again I'm wondering if it might be time to invest some effort into writing it myself...

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