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Problems with 1-star reviews on wp.org (20 posts)

  1. webvitaly
    Member
    Posted 1 year ago #

    Most part of the 1-star reviews should be in the support section.

    Problem 1: Users does not change 1-star rating for the plugins after plugin authors fixed the bug, but the average rating is decreased.
    Example: "Plugin generate too many notices..."

    Problem 2: Sometimes users put 1-star rating for the problem which is not connected to that plugin. But in many cases users will not come back to fix it.
    Example: "I installed this plugin and my notebook exploded!!!!! DO NOT INSTALL IT!!!!!!!" :)

    Problem 3: one 1-star rating can lower average rating pretty easy. For example we have 3 5-star ratings and average rating is "5". And if someone will put 1-star rating - the average rating will be "4". In most cases users use only 1-star, 4-star or 5-star rating. These three options does not represent the real UX IMHO. The rating should looks like a hill and not like a hole.

    It is the major problems, all other are no so important.

    Solution: If the user, who submitted review does not return to write back or change the review rating than maybe it would be better to have ability for plugin authors to submit reviews for admins to re-check it.
    For example if admin re-checked review (and it looks more like a support than like a review) and the bug from review is fixed - this review could be moved and converted into support topic.
    Or if admin re-checked the review and it is not appropriate at all than it would be better to delete it completely.

    Solution 2: But if it is too complicated than there is a simpler fix for this problem - average plugin rating could be calculated based on rating reviews from the last two years. This could fix problem with old 1-star ratings, which are already fixed.

  2. esmi
    Forum Moderator
    Posted 1 year ago #

    No review system is perfect and the one used here is what it is. There are no plans to change it in the short term.

  3. webvitaly
    Member
    Posted 1 year ago #

    :(
    I got it.
    Thank you for reply.

  4. Arevico
    Member
    Posted 1 year ago #

    What might be intresting is instead of 1-rating criteria, create a few criteria so a plugin or theme user is forced to think about how to give feedback.

    For example:
    ask for 1-5 stars on robustness, look and feel, working as expected ,etc

    An other simple to introduce mechanic would be to ask AFTER a star is clicked to ask the question ' did it work for you?' or something similair. If 'no' is answered the user is redirected to the support forum.

    Just a few things which in my opinion would be a great improvement to a already improved feedback system. You used to get one star ratings without a user even motivating his rating.

  5. No one can leave a review without a comment now, which is nice. But yeah, it's a constant work in progress.

  6. Lawsonry
    Member
    Posted 1 year ago #

    I don't like that people rate terribly, but it's the world we live in, I guess. I have a plugin with one review -- 3 stars -- that will probably suffer now because it's the only review and even though the user said it worked great, he decided that three is all he'll give because he didn't know how to use it.

  7. Andrew
    Forum Moderator
    Posted 1 year ago #

    Or if admin re-checked the review and it is not appropriate at all than it would be better to delete it completely.

    This happens anyway. If a review thread is regarding a commercial product then that thread will likely be deleted because it misrepresents the free product.

    I've seen a review for a Custom CSS plugin where the reviewer gave the plugin a poor rating because their CSS didn't work, when really they were just using unspecific CSS selectors. I can't see how this type of review problem can be resolved.

  8. webvitaly
    Member
    Posted 1 year ago #

    No one can leave a review without a comment now, which is nice.

    Yes, it is definitely better than it was before. With new rating system users leaves less feedbacks than before (because comment is required and users are too lazy) but now total rating is more accurate and feedbacks are more informative.

    It would be better to make this rating system moderated by admins. Or maybe count total rating based on fresh feedbacks (maybe less than 2-years old).

    But it is also very important not to brake anything :)
    Rating system should be not too much complicated for users because users does not like to do many steps.

  9. WPyogi
    Volunteer Moderator
    Posted 1 year ago #

    Moderators DO keep an eye on reviews - but we can't be everywhere every single post :).

  10. esmi
    Forum Moderator
    Posted 1 year ago #

    t would be better to make this rating system moderated by admins.

    How exactly would you expect this section to be moderated?

  11. webvitaly
    Member
    Posted 1 year ago #

    How exactly would you expect this section to be moderated?

    @esmi: It could work like on stackexchange. There are "flag" button near each question. The meaning of this flag-button - flag this post for serious problems or moderator attention.
    WordPress.org could try to adopt this system. I think that plugin developers will use this feature wisely.

  12. esmi
    Forum Moderator
    Posted 1 year ago #

    In my experience a good 20-30% of plugin devs would use this every time they got a poor review and they suspected user issues. It's really not a practical option here. And stackexchange isn't really a suitable model to use.

  13. webvitaly
    Member
    Posted 1 year ago #

    In my experience a good 20-30% of plugin devs would use this every time they got a poor review and they suspected user issues. It's really not a practical option here.

    What about a limit in number of requests for each developer per some period of time?
    For example 3 requests per month for each developer or something similar.

  14. esmi
    Forum Moderator
    Posted 1 year ago #

    Again - not practical given the range of both plugins and users.

  15. webvitaly
    Member
    Posted 1 year ago #

    I've received new 1-star review for the plugin.

    It would be interesting to hear your thoughts about it.

    • Is this a plugin review or it should be in support section?
    • Is this really related to Anti-spam plugin?
    • Is it helpful for other users who will check out feedbacks about the plugin?

    I'll copy the review here for the history:

    Anti-spam - Dangerous Back Door in Plugin?!?!?

    One of my sites was hacked last night. It appears that this plugin has a back door that allowed code referencing another plugin by the same author (http://wordpress.org/plugins/filenames-to-latin/) to be injected into my site. This other plugin converts file names from Russian to English — so that it would be difficult to notice the new files that are uploaded to your WordPress installation. By the way, notice that on the "Filenames to Latin" plugin, the icons are little devils. Hmmmm....

  16. Zara Walsh
    Member
    Posted 1 year ago #

    A real rating system example folks...

    Features ***
    Ease of use **
    Performance ****
    Support *****

    How hard was that?

    Then on clicking instead of a text area inviting nonsense specific questions per criteria are asked and maybe the questions could be customized by authors per star level so that it feels more personal...

    Examples Based On Above Ratings

    • What features do you feel the plugin needs to get another two stars?
    • You obviously feel the plugin is harder to use than it should be, is there any specific feature you feel should be easier?
    • Great I am glad the plugin performed well for you but we will keep trying to improve it.
    • I am glad you got the help you needed.

    To be clear what propose is a text field per line.

  17. Zara Walsh
    Member
    Posted 1 year ago #

    Oh and I would like to say that the mods do a great job monitoring reviews. I've only been around on WP for a year and it often feels like a paid service! lol

  18. esmi
    Forum Moderator
    Posted 1 year ago #

    I agree that an extended rating system would be nice but (there's always a "but") it has to be balanced against the ease of submitting a review. From what I recall of the marketing stuff I did years ago, if you get a return on a mass survey of 10% or more, you're doing really well. Right now, I'd guess-timate that less than 5% of plugin and theme users bother to actually give a review. If we make reviews more complex, we risk reducing the number of reviewers even further.

    It's Catch-22.

  19. Zara Walsh
    Member
    Posted 1 year ago #

    I understand what you are saying esmi I do.

    I suppose it will just be up to authors to create their own methods of capturing real feedback.

  20. danieliser
    Member
    Posted 1 year ago #

    I totally agree that something needs to be done. What that is i can't say and there were many good suggestions made here. The problem lies in that good reviews are hard to find and the people who want to complain are always gonna be the first to go out of their way to give you a rating.

    In my experience with a plugin just over 15k downloads thus far, has only received 18 reviews. That comes out to a measly 0.11%.

    Of the 4 1 star ratings only one actual review - and it was confirmed false.

    Others seem to confuse the paid version and write reviews base on that.

    One idea that wasn't mentioned here was possibly allowing users to rate the plugins and themes from the admin panel, where most users actually install the plugins and themes. Most users rarely visit wp.org to get their plugins.

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