Adobe Community: Message List - Way to change or delete product ratings?

Re: Way to change or delete product ratings?

forums_noreply@adobe.com — Wed, 10 Sep 2014 09:22:38 GMT

What's up? I still have the 1 star rating ...

Re: Way to change or delete product ratings?

forums_noreply@adobe.com — Tue, 26 Aug 2014 23:16:35 GMT

Here is The Link https://creative.adobe.com/addons/products/2931

thank you!

Re: Way to change or delete product ratings?

forums_noreply@adobe.com — Tue, 26 Aug 2014 20:24:03 GMT

Also, I have several 1 star reviews that are due solely to download/install issues. Should I link to those products directly?

Re: Way to change or delete product ratings?

forums_noreply@adobe.com — Tue, 26 Aug 2014 20:22:38 GMT

Hi Jonathan,

Letting users edit reviews/ratings, as well as the ability for the producer to reply, is imperative here. However, having the option to personally contact the customer via the system would also be very helpful. This is an option in the other 3 sites that I currently sell through. In the handful of cases where I have been left a bad review, for any reason, I have been able to satisfy the customer to the point where they changed their review to something positive. There was only one exception, and even she changed her review to 3 stars instead of 1. So, out of more than 3,000 sales on Etsy, for example, I have a solid 5 star average.

Re: Way to change or delete product ratings?

forums_noreply@adobe.com — Tue, 26 Aug 2014 20:17:46 GMT

Please remind me of the Add-on you are referring to.

Thanks

Sent from my mobile

Re: Way to change or delete product ratings?

forums_noreply@adobe.com — Tue, 26 Aug 2014 19:37:24 GMT

Hi Jonathan,

you didnt answered my post. You see The Customer want to Chance her Rating. Can you please Delete The 1 Star Rating from her?

Thank you

Tobi

Re: Way to change or delete product ratings?

forums_noreply@adobe.com — Tue, 26 Aug 2014 19:14:13 GMT

hi Jonathan,

Several points:

1. Envato/GraphicRiver mark the "comments" that come in from purchasers differently from just browsing non-purchasers. Adobe has the data points to do the same; Acquired vs. Non-Acquired.

2. I'm sure that It would be simple (also) to not permit ratings from the author and from the non-acquiring browsing users.

3. Posting questions (and the answers) in public is way-more beneficial to the community as a whole than a private, "behind-the-scenes" transaction. I don't think that using this Forum for that is a good idea - the whole focus here should be to simplify the processes going on between Adobe, the producers and the users - keeping everything at the Add-ons site is the best simplicity.

4. I agree that Ratings and Reviews can be important - but I urge you to delink the one from the other. A big majority of the newish products at Envato gain more comments (and questions) than ratings. I also surveyed some of the newer Adobe Add-on products which have low(ish) Ratings and it's clear that Acquire/Install problems are indeed biasing the user feedback.

John

Re: Way to change or delete product ratings?

forums_noreply@adobe.com — Tue, 26 Aug 2014 16:50:07 GMT

Hi John,

One of the learnings we were given from the Exchange Classic team was that allowing anyone to comment and rate products they had not acquired led to many issues because it was clear in many comments that they had never even used the product but they would still give it a bad rating. A while ago Apple changed it's policy in terms of app reviews that users had to have the app to be able to comment on it. I do like the idea of asking questions but I am worried that letting anyone simply rate and review a product they don't even have could cause problems. Asking questions is an interesting idea and goes beyond our original scope so I am interested to know how many users would like to be able to ask questions. We already provide contact details for every producer but maybe that is not sufficient? If we did I think we would want some sort of notification system for producers to know a question has been posed. Something which they could do on these forums for example but maybe this is also not the right place?

Ratings and reviews are important to us and I want to get it right but we are also keen to avoid the system being abused, for example producers rating their own products because, guess what, they tend to give themselves 5 stars and very favorable comments

At the same time ratings and reviews can be useful for prospective users and can glean insights. When we had the Adobe Exchange Panel, ratings and reviews were barely used but the Web seems so much better for that and so it's definitely something we want to improve. All comments and suggestions welcome. Please let me know your thoughts based on my reply to Davide B.

Thanks

Jonathan

Re: Way to change or delete product ratings?

forums_noreply@adobe.com — Tue, 26 Aug 2014 16:35:03 GMT

Hi Davide,

So if I am reading your request correctly you would like the following:

Let users edit their ratings and reviews

Let producers reply to a rating/review from a user

Is that correct? Anything else you or anyone else would like before we start implementing improvements in this area?

Others - please feel free to let us know in this thread.

Thanks,

Jonathan

Re: Way to change or delete product ratings?

forums_noreply@adobe.com — Tue, 26 Aug 2014 16:32:46 GMT

Hi PresetsGalore,

We definitely want to improve our ratings and reviews system. Currently we are manually deleting ratings and reviews where we have verified with the user that the issue has been overcome and they can then post another rating and review. This is just a temporary measure until we have a far more capable rating and reviews system which we definitely want to implement.

Jonathan

Re: Way to change or delete product ratings?

forums_noreply@adobe.com — Sun, 24 Aug 2014 14:50:43 GMT

Davide,
Just to note, and beyond what Tobi wrote earlier: the scheme assembled by Envato is far superior. If you look at their GraphicRiver site where the Add-ons category applies to Illustrator, Lightroom and Photoshop; firstly you'll see that anyone registered at Envato can leave comments (whether they have acquired the Add-on or not) and are not obliged to provide any rating at all, and secondly, that the publisher can provide answers even to the pre-purchase questions and comments. It's rare that any question goes unanswered. Finally, ratings are not issued by Envato until a minimum of three have been gathered. New Add-ons almost always gather many more comments than ratings and so are not penalized straight out of the gate.

John

Re: Way to change or delete product ratings?

forums_noreply@adobe.com — Sun, 24 Aug 2014 13:50:33 GMT

Jonathan,

I strongly agree - customers should be allowed to change their rating/comment and/or producers should be allowed to reply to comments.

Users are not used (...) to ask for help to devs (see my post Users, please contact developers (I said: PLEASE!) ) and are more likely to post on twitter or leave bad reviews.

Davide Barranca

---

www.davidebarranca.com

www.cs-extensions.com

Re: Way to change or delete product ratings?

forums_noreply@adobe.com — Sat, 16 Aug 2014 23:01:01 GMT

I quite agree! Other Plattforms like "Envato" users can change their Rating like they want, there is a FAQ page etc...

Every Product needs a Support and FAQ button, where customer can read a FAQ and when there is no help for him contact the developer!

I´m developing my support portal for customers and for the moment i will place FAQ links to the description page.

Our sales won't be better if the products rated with 1 Star even though the user is satisfied with the support.

Tobi

Re: Way to change or delete product ratings?

forums_noreply@adobe.com — Sat, 16 Aug 2014 22:52:20 GMT

This has happened to me multiple times now! It's discouraging that we can't contact the customers who leave these reviews to make the situation right. On Etsy, the few times customers have left reviews like this, I was able to contact them and make them happy. They then changed their reviews to something positive. I wish that this platform was a little more customer service oriented in this fashion.

Re: Way to change or delete product ratings?

forums_noreply@adobe.com — Sat, 16 Aug 2014 22:42:22 GMT

Hi Jonathan,

i got the same problem for my product Magic Gallery. The customer bought it and don´t know how tu open the option panel and rated my Item with 1 Star. She contacted me and i helped her an now she would like to Rate my Item better but she can´t.

Can you help her or me?

@xcrossmedia I tried to go back to change my feedback but was not allowed :(, im truly sorry for that, maybe I presumed too soon
— R.Davis (@Rd6532Davis) 16. August 2014

Thank you

Tobi

Re: Way to change or delete product ratings?

forums_noreply@adobe.com — Thu, 26 Jun 2014 09:38:06 GMT

I spoke to the customer and later that day she found your product and was happy to change her review so we wiped that comment and rating to enable the customer to change the review, this is not something we have done before but this was an exceptional case. I hope other users are not so hasty to be harsh with products before reaching out for help or doing some more reading but it can happen...

Re: Way to change or delete product ratings?

forums_noreply@adobe.com — Tue, 24 Jun 2014 18:48:25 GMT

Hi Jonathan,

Thank you for your reply and your email. Yes, I think it would be a good idea to be able to reply to customer feedback.

Rachael

Re: Way to change or delete product ratings?

forums_noreply@adobe.com — Tue, 24 Jun 2014 15:58:32 GMT

Hi PresetsGalore,

I got the customers email address and emailed her and copied you. It's very unfortunate that she gave a 1 star rating before even contacting Adobe or you and this is very rare. You do have the ability to hide the comment but not the rating. However, I think it would be useful to let producers reply to comments (good or bad). What do other producers and users think?

Thanks,

Jonathan

Way to change or delete product ratings?

forums_noreply@adobe.com — Tue, 24 Jun 2014 01:32:17 GMT

A customer left a 1 star feedback on one of my new products because she couldn't figure out how to download it! She never contacted me for support and I don't know how to contact her. Is there an option for an admin to delete this very unfair 1 star feedback?