1025 posts Best-dressed man at PressNomics 2013
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Parallelus says
Oh and make it clear to buyers to not give ratings based on support since it is optional. Maybe require ratings to come with an explanation, so they can’t just hit 1 star out of a moments madness. it is sad when things like this happen. I have noted it before and will say again. Make support a separate thing and make it much clearer that it is optional. If not then find some other way to fix this growing problem.

Telling the buyer not to consider support in the rating won’t change anything. Put it in all caps, bold lettering just above the ratings and they’ll ignore it. Support will always be a criteria for some buyers.

In my opinion this isn’t a “growing problem”. I realize some ratings will be based on support, good and bad. It should cancel out, possibly even work in your favor if you provide any support to your customers.

Personally, I would rather not have an explanation of the rating. However, I do like the stars breakdown suggestion at the beginning of this thread.

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ranfirefly says
... Personally, I would rather not have an explanation of the rating. However, I do like the stars breakdown suggestion at the beginning of this thread.
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tokionoko says

I’m an avid buyer on Envato’s sites. Often I buy just to show support for for a particular work, not that I’m in particular need of a certain type of file. I understand the time and work that goes into creating something great for the world to see. And so why not throw some money in to support it?

That being said, I can also see it from the buyer’s point of view. Sometimes these files may not be described well, be different than their demo, have listed complaints in the comment section (with no answer from the developer) or other such anomalies. Every time a buyer clicks that “Purchase” button they’re taking a chance with their money that the product is going to be as awesome as advertised. In many cases it’s not a lot of money, yes, but that shouldn’t matter, as it’s a chance all the same.

I find a lot of sellers encourage their buyers to give them 5 stars. I don’t think this should be the case. And while support is not required, communication should be. I think most buyers have an understanding of the difference between usability issues and outright customization requests. I have absolutely no problem paying for customization but I must admit I get a little disappointed when I ask a question about how a product isn’t working like it should only to be hit with a somewhat defensive “who do you think you are?” or “pay me” vibe from a developer.

I admit I’m pretty slow to rate because of the volume of files I purchase (there aren’t enough hours in the day to try them all immediately). And yes, I believe communication is a valid point to base my ratings on. If your file is awesome but nobody knows how to use it, how can I possibly give it 5 stars? Or if your demo portrays your file differently than the file I’ve downloaded, which file should I base my rating on? If users are drowning in questions that go unanswered, isn’t that a problem?

I’m not sure that forcing an explanation from buyers is the way to go, as I agree that this will more likely deter people from ranking at all. But should this sort of system be implemented, it should be for all ratings even if it’s 5 stars. In regards to the original posting, I like the idea of being able to see how many people voted in what level. Because you get a good breakdown. I think if I saw a 1 star I’d immediately go to the comments on the file’s page as there’s likely going to be an explanation there. With this sort of system though, I’d love the thought of encouraging buyers to comment more. I’ve seen quite a few files that have requested buyers not comment and send any and all issues/requests via email. I think other users who might be encountering similar issues will miss out when the exchange isn’t public.

Anyway, just my thoughts.

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tokionoko says

Also, a helpful feature for buyers would be the ability to change a rating. I’ve had the odd mistake happen where I’m kinda stuck with the rating as it was set. Additionally, where a file proved either better or worse after consecutive use.

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DDStudios says
Also, a helpful feature for buyers would be the ability to change a rating. I’ve had the odd mistake happen where I’m kinda stuck with the rating as it was set. Additionally, where a file proved either better or worse after consecutive use.

True, buyers should be able to re-rate the file.

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ranfirefly says
Also, a helpful feature for buyers would be the ability to change a rating. I’ve had the odd mistake happen where I’m kinda stuck with the rating as it was set. Additionally, where a file proved either better or worse after consecutive use.

+1 for that (but with some limitation… maybe 2-3 time at most).

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Parallelus says
Also, a helpful feature for buyers would be the ability to change a rating. I’ve had the odd mistake happen where I’m kinda stuck with the rating as it was set. Additionally, where a file proved either better or worse after consecutive use.

@tokionoko

Thanks for that explination. It’s great to hear from buyer’s perspective on this topic seeing as it’s so important to authors. Not to mention a bit heated from time to time :)

I’m not so sure how I feel about the “re-rating” idea. Of course I’m in favor of increasing a rating ;). I think one reason I’m hesitant is long term support. I have some buyers that think I’m their personal IT department and email me about EVERYTHING . Even months after a purchase they’ll contact me to ask if I know why their internet connection is going out or can’t get email’s (not theme related). I also get theme questions from these users long term, and that’s fine, but after 20+ questions from a single person I get a little worn out and the responses take longer. I’d hate to get my rating decreased because a customer didn’t like me taking a few days answering their 56th question 4 months after purchasing. Maybe it could be within 2-3 days of purchasing you can change the rating?

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rvision_ says
People have been starting threads and advocating for changes to the rating system (including myself) since I started here back in 2008… Good Luck!

Me too, I remember suggesting Amazon-like ratings breakdown months ago…

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luckykind says
I’m not sure that forcing an explanation from buyers is the way to go, as I agree that this will more likely deter people from ranking at all.

Amazon & Ebay both require a comment when giving a rating… doesn’t seem to stop their users :)

Also, a helpful feature for buyers would be the ability to change a rating. I’ve had the odd mistake happen where I’m kinda stuck with the rating as it was set. Additionally, where a file proved either better or worse after consecutive use.

I’d like this if the rating is a higher rating… NOT a lower… I don’t see how a item can get worse after you’ve rated it high, other than if they think your support is poor…

I’d hate to get my rating decreased because a customer didn’t like me taking a few days answering their 56th question 4 months after purchasing.

Maybe a little off topic, but I’m in favor of access limits on items… it would solve your problem here… and $35 (which an author receives between $18-$25) shouldn’t mean life time access to support and item improvements… this would encourage Authors to improve their items so that new and old customers will keep putting money into them… a theme can get better… however there’s ZERO incentive for an Author to do so after it has fallen into the abyss… 2 cents

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ranfirefly says

So to summarize, I hope stuff member will hear our call, because I believe it could be a nice improvement and a reliable feature for the buyers.

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