This is how I understand this:

When a answer to a question gets marked as “best answer” it really only show value for the person who initially asked this question. But what about those who later on have a similar issue/question and land on this Q&A and find value through the existing exchange?

These people can then mark that they found the Q&A helpful for their use-case.

So in a way this can measure a solution re-use. 

In theory, you can create better content in the future, if you get sad faces. And vice versa.

Thank you both! So the values only appear for the author of the post, correct?

No, I believe the results are only accessible via the admin interface.

You can see the results only from the Control so you have to be admin or moderator or so.

EDIT: Also, you can enable this. It can be seen above the emojis.

I see! And if I enable this setting below, where should I see the changes? Apologies for all basic questions, we’re still very new to this platform. 

I see! And if I enable this setting below, where should I see the changes? Apologies for all basic questions, we’re still very new to this platform. 

 

Changes, or do you mean results?

General stats: Control → Home → Content

Content level: Control → Analytics → Content and scroll down to see Content helpfulness score

I see! And if I enable this setting below, where should I see the changes? Apologies for all basic questions, we’re still very new to this platform. 

 

Changes, or do you mean results?

General stats: Control → Home → Content

 

Content level: Control → Analytics → Content and scroll down to see Content helpfulness score

 

Got it. So ‘enable’ is the same as ‘use default’ in this case?

Sorry, I gave wrong information. Please look my edit below:

Thank you both! So the values only appear for the author of the post, correct?

No, I believe the results are only accessible via the admin interface.

You can see the results only from the Control so you have to be admin or moderator or so.

EDIT: Also, you can enable this. It can be seen above the emojis.

 

No.

If visibility of Content Helpfulness score is disabled from Control → Settings → Content Helpfulness, it is disabled from everywhere = Your default setting.

But you can set it on only for the certain content and then choose “Enable” when the content is open in Control:

Thank you, ​@revote! Now I understand it :)

Glad to help.

In some cases we’ve seen that the answers to this may reflect on the subject of the matter, not necessarily the quality of the article/topic.

Example: we notify that that there’s only limited availability on a very popular product. We inform about the availability and keep the info updated. Everyone gets the info and readers are as happy as “they can be” in that situation.

How ever this metric gives us a lot of sad faces, because everyone is sad about the limited availability itself.

I totally agree. Also, no matter where people can give feedback, most of the feedback is related to something else than the actual topic

This kind of feedback feature is good, but it doesn’t tell:

• Why the topic was helpful / why it wasn´t
• What to do next time, more or differently, and how

And because of what you said, and all the details above, we don’t use this Helpfulness Indicator anymore. We use a third-party tool where people can press smileys and write open comments (visitors can write as well). That way, we know more about the situation. This isn´t the best solution either but it is better.