Currently there's a minimum number of characters that a customer has to type into the service field to be able to send their feedback through. Some customers find this frustrating and this can eventually lead to a negative rating. If there is no minimum character limit set for the product comment, why should there be one for the service field? And if there is, why should it be 2 characters? We all understand that we're looking for qualitative data and reasoning behind people's comments here, but why not give our customers an equal opportunity when replying to a feedback request? Just an idea...
We are keen on quality reviews and want to ensure that our clients get the most benefits from the reviews. We will be improving the design and usability around minimum character limits, to take the frustration away and improve the user experience on the form.
Our data also suggests that the number of reviews with a length of under 10 characters is extremely low, therefore we are confident that enforcing a small character limit would not negatively impact response rates.
We are introducing another suite of updates such as A/B testing in 2019 in the hope to provide more tools to boost response rates.