Congrats FinalDestiny! There should totally be a badge for the 10k mark!
It looks like there are lots of people rating who never try and get support. I imagine these people are rating because they got a “reminder to rate” email from Envato, and just had no idea that support was available. But in the grand scheme of things, what’s more important in these situations – getting a rating from an unhappy buyer? Or turning the unhappy buyer into a happy one by helping them get support? Maybe our follow up emails should lead with support info and end with a reminder to rate. Here’s an example:
“Howdy, we noticed you purchased “abc” product recently. We hope you’re happy with the product. If you have any questions or concerns, the author of the product provides customer support which can be accessed here (link to item’s “Support” tab). We’d also appreciate if you could rate the item.”
The way to make this work for both authors and Envato is to link to the author’s Microlancer services directly in the ads. And then if the author doesn’t have a Microlancer account, just show a generic ad instead.
One of the great things about support is we have the ability to turn unhappy customers into happy ones. But this doesn’t seem to be the case for customers who rate poorly without every asking for support. Maybe we should think about contacting all unhappy customers with some type of follow up email. Something like:
Hi (user name), We noticed you weren’t satisfied with (item name) your purchased recently. We’re sorry to hear about your experience, and want to let you know we’re thankful for your feedback. The author of the item you rated offers direct customer support for this item via (support method hyperlink), and we also encourage you to visit our General Support Knowledgebase. Thanks again for taking the time to rate the item. Sincerely, (marketplace).
makes sense. In their mind they probably selected “Documentation” from the drop down and gave it 1 stars, thinking they were rating the “Documentation” part as 1 starts, not 1 stars for the entire item.
Good point. Maybe we should give the customer the ability to select more than one reason, as that might help promote the idea that the rating is for the entire product and not just one portion of it.
I’ve just viewed the list for the first time, and although I understand everything listed are common reasons why people rate, and I also understand Envato may still want to capture this information, we shouldn’t be promoting the idea that rating something for “Design Quality” or “Feature Availability” is an acceptable practice. In jest, we could probably just replace those two items with “I didn’t feel like viewing the preview or reading the description”
Congratulations Unodor! It will be interesting to see what type of effect having a #1 item with 4,509 sales in the populars will have. Could snowball into a lot more sales.
Welcome to the reality! This is how online rating systems work; we shouldn’t need to react for individual feedback and ratings. The average taken from a big collection of rating is the only way to gauge an item – I mean that’s the one nearly correct way to see ratings as a buyer as well as author. No worries.
+1 In a perfect world, everyone would be reasonable, but the human race just isn’t built that way.