If you give service just because you don’t want a bad rating then it’s wrong and it’s not the fault of the feedback system.
One gives service because a proper coder supports the code they wrote no other reason. You should give excellent service even if there’s no rating system. That’s the minimum requirement of selling any product.Your faults an deficiencies will come out in the comments and support, if you cannot see it it’s again not the fault of the rating system.
This is kind of insulting…
I don’t give support just to get good ratings, I get it because I believe in what I have created and want to make sure each customer gets the most out of it.
I have some one star reviews but look at the comments and you will see not one piece of negative feedback. Someone didn’t like my template or had a problem with it and I have no idea what I can do to improve it so as to avoid future customers experiencing the same issue. That is how I want to support my customers.
I=f a actor plays in a movie, he must know that no matter how brilliant he plays his part, someone will say that he played badly.
In this example the reviewer would write what they didn’t like about aforementioned actor and that is all we are asking for as authors. A poor film review is meaningless without reason.
Are the rating system bad, or are you struggling to take criticism?
How can we take it badly if there is no criticism to take? 1 star by itself is not criticism, it is just evidence that someone didn’t like/had a problem with/couldn’t understand a certain aspect of the product. We just want to know what that is so it can be fixed.
Why don`t you all just get over it? The buying and rating process must be kept simple as possible. Beside, it`s my right as customer to rate as I want without having to explain anything, as long as I paid for a specific product. If the customers would have really wanted to explain the fact that made them to rate 1 star, they would have just posted a comment, the comments area it`s just one click away.
But is it not fair for an author to know why there product got a poor review? Especially if they are getting a lot of good feedback too?
Yes you have the right to rate a product as you wish but to just rate something 1 star because you want to without letting the author (or envato for that matter) know what bugs etc. passed the approval process is not going to help anyone. I am not suggesting you do that but there are a lot of threads out there of people who have been threatened with 1 star ratings for not bending over backwards and completely re-building items for free.
If a buyer rates the theme 1 star with feedback saying “Lack of support” we should be able to reply back to the feedback and defend ourselves on why this isn’t true or even apologize and provide a reason why there was a lack of support.
But since most of the potential buyers will only see the rating and won’t bear to read the explanations, the whole purpose of this is defeated.I think the best way of handling ratings would be to do exactly what YouTube did with their rating system. They had a 5-star rating system and ditched it for the like/dislike system and now you get percentages and clear view on how many people like and don’t like the item. In our case this would be the best-case scenario imo.
Disagree with this, if I was buying a template that had 4 5 star ratings and two 1 star reviews I would read the reviews by these unhappy customers. If these negative reviews had a reply from the author saying “sorry for lack of support , I was on holiday”, or “this customer contacted me saying they tried to open in itunes and got angry when I said they needed after effects” I would feel much more comfortable buying the template knowing that the error was not the author’s fault.
Always good news! What’s the job?
There is, in my opinion, no place for buyer ratings AT ALL on this marketplace when the files have been SO heavily scrutinised at the review stage, and there is already a better avenue for unhappy buyers to vent their opinions in the ‘comments’ area of a file.
I might get my head bitten off here but I have to disagree. Yes items have to pass certain standard to get onto the site but that in no way means all items are as good as each other.
As an author I wouldn’t mind getting negative feedback as long as I knew what was the problem and I had the opportunity to act on it (i.e. improve my product, assist the customer or fix a bug).
I actually think the star rating is much more important than the way in which the comments feed is currently used. The majority of most comments are by other authors who haven’t purchased the item and yet the number of comments sits next to the sales value as if it holds some merit. That to me makes no sense.
I think everyone should have the option to write a review whilst rating. Buyers should be able to see what makes it good and why others who have bought it like it so much.
I think the forced option to write something for a negative review (three stars or lower) is a great idea though, especially as it gives the author the opportunity to post a reply explaining if a bug has been fixed (if that was the cause) or to explain why that individual found something confusing or not working when it is clearly that customer’s fault.
This can’t happen soon enough!
Make a logo sting with a mouse killing a horse with a chain saw on fire whilst juggling fluffy dice on top of a supermarket.
Ta-da… unique idea! (I promise I will buy it if you make it!)
The star rating has absolutely no merit unless accompanied by a comment. Tripadvisor would be pointless if it only had a star rating and amazon reviews are only useful as you can see if the problem experienced by the buyer is something that will actually affect your decision to purchase.
Look also at the app store, star reviews alone are not enough, a purchase is made (by myself anyway) after careful reviewing of the comments (which have all been left by people who bought and have experience using the item)!
Currently the comments feed on items (and I’v started a forum on this topic before) is very nice and polite but completely and utterly pointless from a buyer’s perspective. Imagine booking a hotel with lots of reviews saying “nice room, good work, I wish you many bookings”, “nicely done, this will be a top destination for sure”... AAAHHHH!!!
It would be good to get some buyer’s perspectives on this but I know from my experience of buying items that I have to spend ages trawling the comments feed for feedback left only by people who purchased the item. Very tedious.