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familychoice says

I don’t have an issue adding feedback to my ratings, but two inconsistencies bother me:

1. Why are ratings only compulsory for 1-3 stars? If the new system really is designed to combat false ratings, then surely this should apply across the board? After all there are just as many rogue 5-star ratings as there are 1.

2. Why is the feedback only available to authors? Surely if this system is to be of genuine use to both authors AND customers then the information should be made available to buyers as well.

From a customers perspective it feels slightly intimidating and I’m struggling to see the benefits for buyers.

I presume this will be locked or trolled as is the case with all customer based threads, I hope not as it’s a genuine query and I’d be interested in others opinions on this. I’ve started a separate thread since this deals with specific issues relating to the new system from a customers perspective, rather than it being lost in the general thread/announcement.

It’d be great to hear from other customers, and maybe a staff response as you seem reluctant to engage customers on this radical new change.

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tommusrhodus says

I think that compulsory comments should have been added to the full range of ratings for fairness, not just 1-3 stars.

However, this system has been added to try to combat malicious ratings across the marketplaces by adding a little more accountability, it may or may not help, but it’s worth the experiment.

Case: Take a look at any WordPress theme for sale (Avada for example) with a decent number of ratings. There’s a good chance you’ll see a very even decline from 5 to 2 stars, and then suddenly a jump in 1 star ratings at the bottom. It’s this practice that’s the most hurtful to item ratings and usually the most unwarranted, as in a few cases a buyer has contacted me after doing this (rating 1 star), and they’ve simply been frustrated with something I’ve been able to help with.

Again, compulsory comments should have been added for all star ratings I guess, but hopefully this system can potentially help both authors and frustrated buyers.

Tom

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crossroad says

Think this way:

You are satisfied with a product (ie. you do not find any problem in it), you rate it 4 or 5 stars. In that case you don’t have anything to complain about and the product is as awesome as the author described.

You are not satisfied and you want to rate it low, you need to tell the reason for that, because according to author its an awesome product and you are trying to prove him wrong.

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AndrVlad says

Think this way:

You are satisfied with a product (ie. you do not find any problem in it), you rate it 4 or 5 stars. In that case you don’t have anything to complain about and the product is as awesome as the author described.

You are not satisfied and you want to rate it low, you need to tell the reason for that, because according to author its an awesome product and you are trying to prove him wrong.

+1

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familychoice says

Thanks for the replies :)


However, this system has been added to try to combat malicious ratings across the marketplaces by adding a little more accountability, it may or may not help, but it’s worth the experiment.

But what about 5-star ratings that aren’t genuine? Personally I think compulsory feedback should either be applied across the board, 1-5 stars, or just for ratings at the extreme end of the spectrum, 1 or 5 star ratings.

And why is the associated feedback, which would be extremely useful for customers, available only for authors?


You are satisfied with a product (ie. you do not find any problem in it), you rate it 4 or 5 stars. In that case you don’t have anything to complain about and the product is as awesome as the author described.

Why can’t you say why you found it to be awesome? Again this information would be useful for customers, for example ‘the author has provided an exceptional product and continues to develop it and provide new features – recommended’.

I don’t understand the lack of consistency with the new system and I fail to see any benefits for customers. My guess is customers will shy away from rating a bad product for fear of being blacklisted by authors, and future customers won’t be aware of the issues, particularly as feedback is being hidden from them.

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Creattive says

I guess they first want to see how well the reasons for low star ratings turn out. Imagine you have a fully working item and many customers just don’t have any clue about what they buy or how to use it properly and they rate it 1 star with a comment like “this item does not work at all”.

Now you lose out on customers because even people who might know what they are buying are afraid of the reviews saying that the item doesn’t work, although the reviewer was just too unexperienced (dumb) to be able to understand the item.

I guess envato first want to see how well these explanations are before making them public.

But I agree that 4 star rating should require a review too, and 5 star should be optional. Even if the 5 star rating is not genuine, it’s very easy to type “Great item, works well, thanks” in the review field, don’t you think?

4 Stars means the item is not worth 5 stars and I want to know why. Each 4 star an author gets lowers his rating-average (as almost all authors are above 4.0), so I think this should have an explanation, too, why my rate is going down…

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familychoice says

I guess they first want to see how well the reasons for low star ratings turn out. Imagine you have a fully working item and many customers just don’t have any clue about what they buy or how to use it properly and they rate it 1 star with a comment like “this item does not work at all”.

I can also imagine (and have experienced) having bought a product the customer discovers it has bugs, and lacks documentation so they have to contact the author for support and fixes which fail to materialise. If they then add their feedback (hidden from everyone except the author) what guarantee do they have that it’s going to be fixed, or that they’re not going to be blacklisted by the author for affecting their ratings?

By making the complaint visible to everyone there’s more chance it’ll be fixed, and potential customers alerted to the issues the product has.


Now you lose out on customers because even people who might know what they are buying are afraid of the reviews saying that the item doesn’t work, although the reviewer was just too unexperienced (dumb) to be able to understand the item.

That’s assuming all bad ratings are by rogue buyers and ‘dumb’ customers. I think you’ll find regular customers will spot a bogus rating a mile off, and anyway Envato are allowing reviews to be flagged. As with the Apple store other customers can express their experiences with the product and counter any bogus negative feedback, e.g. ‘I haven’t had the issues Familychoice has mentioned, and the item works perfectly for me’.

Credit your customers with a bit of intelligence, we’re not all dumb.


it’s very easy to type “Great item, works well, thanks” in the review field, don’t you think? almost all authors are above 4.0), so I think this should have an explanation, too, why my rate is going down…

Just as easy as it is to say ‘this product has a range of bugs which the author has failed to address, and support has been inconsistent’. Since most themes and plugins are ongoing projects, this could be applied to most. By making feedback public your customers can counter this with positive feedback such as ‘the bugs reported were quickly addressed, it’s an excellent product’.

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Blinn says

I first suggested the 1-3 rating review suggestion a few months ago on the forums. A lot of authors were worried that their products were being devalued by revenge ratings. You’ll find this on almost every single Youtube video out there because generally, the average Youtube video has 1 dislike for every 10 likes. Some people dislike the video for a legitimate reason, but usually, they’re done by trolls, people with personal grudges against the uploader, or cynics.

In the Envato marketplaces, such a thing can also happen, but from what I’ve heard, it’s usually because a buyer made a purchase, didn’t like it, couldn’t get it to work, or didn’t bother to use it correctly. In this world, not everyone expresses their dissatisfaction in a constructive way. Sometimes, they take it personally and use 1-star ratings to seek vengeance. And up until recently, this left room for abuse, such as 1-starring an author’s entire portfolio without ever providing a reason why. And because 1-star ratings could be done anonymously (to my knowledge), the author wouldn’t know who it was.

I like this new system because nobody can just give a 1-star rating without revealing themselves in the process. And if the reason they give is anything less than honest, then they’ll be dealt with accordingly. It not only makes the rating system more reliable, it also makes the real, legitimate 1/2/3-star ratings stand out. The author in this case will be able to troubleshoot and fix any issues related to the item more effectively.

There is one reason that 4-star ratings should be optional and it is purely to separate the good items from the great. If 99% of all Envato items have 5-star ratings, it makes it hard to determine at a glance if it really is super-spectacular. At that point, ratings would lose their importance and become pretty much ornamental. And having a 4-star item is not a terrible thing, either; it just means that it can stand some improvement if it’s going to compare to the very best in the market, which I think it completely fair. :)

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familychoice says

I like this new system because nobody can just give a 1-star rating without revealing themselves in the process. And if the reason they give is anything less than honest, then they’ll be dealt with accordingly. It not only makes the rating system more reliable, it also makes the real, legitimate 1/2/3-star ratings stand out. The author in this case will be able to troubleshoot and fix any issues related to the item more effectively.

That depends on the author though. There are lots of hard-working, genuine authors on here who will react to the feedback in a positive way, but there are also authors on here that won’t, and could use this as an opportunity to discredit, or remove support for the customer in question. Already I’ve seen authors talk of sharing a ‘customer blacklist’ for buyers giving 1-star ratings, and authors threatening to withdraw support to customers that drop their ratings.


There is one reason that 4-star ratings should be optional and it is purely to separate the good items from the great. If 99% of all Envato items have 5-star ratings, it makes it hard to determine at a glance if it really is super-spectacular. At that point, ratings would lose their importance and become pretty much ornamental. And having a 4-star item is not a terrible thing, either; it just means that it can stand some improvement if it’s going to compare to the very best in the market, which I think it completely fair. :)

+1 I agree completely, 5-star ratings should be for exceptional products, there’s nothing wrong with a 4-star rating. I’m not put off by 4 star ratings, they show me the product works as advertised.

I’d be happy if 4 star ratings didn’t require a compulsory review, but if something has been awarded 5 stars I want to know why it’s been rated so highly, why it’s so much better than the competition, just as I want to know why another product has been given 1 star. And this information shouldn’t be hidden from customers and other authors.

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Blinn says


I like this new system because nobody can just give a 1-star rating without revealing themselves in the process. And if the reason they give is anything less than honest, then they’ll be dealt with accordingly. It not only makes the rating system more reliable, it also makes the real, legitimate 1/2/3-star ratings stand out. The author in this case will be able to troubleshoot and fix any issues related to the item more effectively.

That depends on the author though. There are lots of hard-working, genuine authors on here who will react to the feedback in a positive way, but there are also authors on here that won’t, and could use this as an opportunity to discredit, or remove support for the customer in question. Already I’ve seen authors talk of sharing a ‘customer blacklist’ for buyers giving 1-star ratings, and authors threatening to withdraw support to customers that drop their ratings.


There is one reason that 4-star ratings should be optional and it is purely to separate the good items from the great. If 99% of all Envato items have 5-star ratings, it makes it hard to determine at a glance if it really is super-spectacular. At that point, ratings would lose their importance and become pretty much ornamental. And having a 4-star item is not a terrible thing, either; it just means that it can stand some improvement if it’s going to compare to the very best in the market, which I think it completely fair. :)

+1 I agree completely, 5-star ratings should be for exceptional products, there’s nothing wrong with a 4-star rating. I’m not put off by 4 star ratings, they show me the product works as advertised.

I’d be happy if 4 star ratings didn’t require a compulsory review, but if something has been awarded 5 stars I want to know why it’s been rated so highly, why it’s so much better than the competition, just as I want to know why another product has been given 1 star.

That’s also true. Authors also need to maintain a basic level of courtesy when dealing with customer feedback. But the buyer can just find another author to do business with if the first one is being difficult. It’s the author who needs to watch himself in most cases because his reaction to feedback can attract more buyers or scare them away.

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