Feedback system is awful

[mabelsound]

I just want to throw in a suggestion that the feedback system be revamped. It is so perversely complicated, confusing, and misleading that I don't know where to begin.

For instance, when someone leaves feedback for you, and you go to the "transaction detail," you can reply. And when you reply, the button below the text box reads "leave feedback." But this is not actually leaving feedback--it seems to be...adding to the feedback thread that was started for you? Sending a feedbacky message to the person that is not really feedback? I don't know.

If you go to a person's profile, nowhere on the main tab does it say "leave feedback." If you choose the contact tab, it says "send private message," "send email," "post a guestbook entry," but no "leave feedback."

When you get a notification email that says you received feedback, there are THREE SEPARATE WEB LINKS, and not one of them leads you to getting to leave feedback for the person who just left it for you.

Furthermore, it is necessary to link to the original ad where the transaction took place. one of those links in the notification email says, in fact, "Details about this transaction can be found *on this page*." But, lo and behold, that does NOT lead to the transaction in question, but to the feedback you were just left...and the feedback you were just left does not appear to link back to the transaction that precipitated the feedback.

In general, unless somebody leaves it for me, I just don't bother. I don't do enough sales to remember from one to the next the series of steps I went through to leave the feedback, and I have to make all these mistakes over again.

Just my .02, thanks

[RawheaD]

I concur. Although I always leave feedback in priciple, the feedback system here is one of the most convoluted things that I have to deal with on the world wide interwebs.

[Peter Zack]

Your comments have been passed on to site admins.

[Adam]

Originally Posted by mabelsound

I just want to throw in a suggestion that the feedback system be revamped. It is so perversely complicated, confusing, and misleading that I don't know where to begin.

I don't entirely agree, but that's not to say that it can't be improved.

Originally Posted by mabelsound

For instance, when someone leaves feedback for you, and you go to the "transaction detail," you can reply. And when you reply, the button below the text box reads "leave feedback." But this is not actually leaving feedback--it seems to be...adding to the feedback thread that was started for you? Sending a feedbacky message to the person that is not really feedback? I don't know.

I've now rephrased this page to say "Leave Comment" instead. That should clear up the confusion there.

Originally Posted by mabelsound

If you go to a person's profile, nowhere on the main tab does it say "leave feedback." If you choose the contact tab, it says "send private message," "send email," "post a guestbook entry," but no "leave feedback."

In the mini-statistics block, click the person's feedback score. You will then be provided with a link to leave feedback. Why is there no direct link? So that people don't get confused and start leaving feedback for non-marketplace threads.

There are also direct links from each Marketplace postbit to leave feedback- those are what I normally use to leave it.

Note that there is a link in Quicklinks that will take you straight to your feedback page, and from this page, you can return feedback simply by clicking the appropriate yellow icon beside each rating.

Originally Posted by mabelsound

When you get a notification email that says you received feedback, there are THREE SEPARATE WEB LINKS, and not one of them leads you to getting to leave feedback for the person who just left it for you.

I've now added a link to do so.

Originally Posted by mabelsound

Furthermore, it is necessary to link to the original ad where the transaction took place. one of those links in the notification email says, in fact, "Details about this transaction can be found *on this page*." But, lo and behold, that does NOT lead to the transaction in question, but to the feedback you were just left...and the feedback you were just left does not appear to link back to the transaction that precipitated the feedback.

It does link to it; clicking the feedback comment on your main feedback page should take you to the thread. Note that other members don't get to see the details page containing longer comments.

Originally Posted by mabelsound

In general, unless somebody leaves it for me, I just don't bother. I don't do enough sales to remember from one to the next the series of steps I went through to leave the feedback, and I have to make all these mistakes over again.

I hope that the improvements I've made as a result of your feedback (no pun intended there ) will make it easier for you, and everyone else, to use the system (especially the new link in the PM). However, considering that almost everyone using the Marketplace has used the feedback system, I don't think it's overly complex to figure out, and, as always, if you have any questions, just ask!

From a technical standpoint, our feedback system is actually quite a feat, as it was originally deployed for vBulletin 3.5, back in 2006, and I've been able to adapt it to our individual needs here as well as keep it working with newer versions of vBulletin.

[Ash]

One other small detail: having to enter (or copy/paste) the URL of the sale thread could be something that is automatically generated by clicking on the "Leave Feedback" link on the original sale post. It's a little cumbersome having to go back to the page where the ad is, copy the link, and paste it in the prompt.

[monochrome]

Originally Posted by Ash

One other small detail: having to enter (or copy/paste) the URL of the sale thread could be something that is automatically generated by clicking on the "Leave Feedback" link on the original sale post. It's a little cumbersome having to go back to the page where the ad is, copy the link, and paste it in the prompt.

Personally, I wouldn't call the eyetem awful - actually I think it a quite elegant little utility, BUT . .

A capital suggestion, Ash.

Since time goes by between sending money or item and receiving item or feedback, I have started Bookmarking the FS Thread so I can easily find it to copy and paste the thread URL - then I remove the bookmark.

Hotlink to the thread would be very helpful.

[Adam]

Originally Posted by Ash

One other small detail: having to enter (or copy/paste) the URL of the sale thread could be something that is automatically generated by clicking on the "Leave Feedback" link on the original sale post. It's a little cumbersome having to go back to the page where the ad is, copy the link, and paste it in the prompt.

I can implement that, but definitely not overnight as it will require some file changes.

[mabelsound]

Thanks, Adam! I appreciate the changes.

[Alfisti]

Very much appreciated.

BTW great original post, outlined all the gripes well.

[davef]

Agreed that the feedback system is very difficult to use. IMHO, one the the biggest problems is that the "leave feedback" button on the thread does not work once the item is marked sold (i.e. the thread is closed). This forces the user to go rooting into the innards of the menus. The other design issue as I see it is that there is no easy way to leave reciprocal feedback. My suggestion would be to allow the thread initiator (presumably one of the 2 parties) to leave feedback via the leave feedback button even if the thread is closed. If the feedback notice allowed the other party to easily reciprocate, it would go a long way to improving the usability of the process.

I also agree that pre-filling some of the fields (i.e. the thread URL) would be a great step forward!

Dave

[Adam]

As I mentioned earlier in this thread, the PM you receive after getting feedback now also includes a direct link to return the feedback.

I don't remember whether or not the feedback link is present in the sold items section, but if it isn't, it shouldn't be too hard for me to add later today.

The pre-filling remains a possibility; however, double checking the thread link manually ensures that you're leaving the feedback for the right person.

[Adam]

I checked the sold forum, and from what I could tell, there is a link to leave feedback there; sold threads should also be accepted when leaving feedback.

One further change that I will consider is a more obvious link to reciprocate feedback directly from your own profile (currently it's just an icon) in addition to the new link in PMs.

Any further stylistic/design changes are welcome as well- the more specific, the better!

[Ash]

Originally Posted by Adam

The pre-filling remains a possibility; however, double checking the thread link manually ensures that you're leaving the feedback for the right person.

A buyer clicking on a "Leave Feedback" link of the OP's post could bring up a system prompt like: "Are you sure you want to leave feedback for member @#$^ for a sold item in thread $%^&*?"

And for the seller clicking on the buyer's feedback link: "Are you sure you want to leave feedback for member @#$^ for a bought item from your thread $%^&*?" (only allowing this if it's the OP clicking on the link, otherwise any other member will get a "Sorry but you cannot leave feedback for this member" prompt).

[Adam]

Originally Posted by Ash

A buyer clicking on a "Leave Feedback" link of the OP's post could bring up a system prompt like: "Are you sure you want to leave feedback for member @#$^ for a sold item in thread $%^&*?"

And for the seller clicking on the buyer's feedback link: "Are you sure you want to leave feedback for member @#$^ for a bought item from your thread $%^&*?" (only allowing this if it's the OP clicking on the link, otherwise any other member will get a "Sorry but you cannot leave feedback for this member" prompt).

I went ahead and made it so that the "Leave Feedback" links from Marketplace posts automatically fill in the thread URL.

Additionally, when clicking any one of the above links, a user is given a prompt to confirm that they are leaving feedback for the right person.

I think all these changes will soon be deserving of an announcement!

[Ash]

And an award!
Here Adam, have a unicorn...


But seriously Adam - thanks for your work.
PF just gets better and better.