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The Denominator

Richard Millington
Richard Millington

Founder of FeverBee

I’m not sure ‘like’, ‘upvote’, or ‘kudos’ buttons on answers are especially helpful.

Compare two questions:

Question 1 – ‘My iPhone isn’t charging, can anyone help?’

Question 2 – ‘How do I Import FLAC audio files on Adobe Premier Rush on my iPhone?’

Let’s imagine question 1 gets 2,000 visits and 10% click ‘like’ on the answer, whereas question 2 gets only 100 visits but 90% click ‘like’ on the answer.

The answer to question 2 is clearly infinitely superior to the answer to question 1. But the response to question 1 will still get more likes simply by the volume of traffic.

Counting ‘likes’ doesn’t reflect the success of the community or a question, it often better reflects the volume of traffic which visits the community or questions.

You need a denominator. What % of people found a response helpful? You could calculate this by measuring the number of likes by the number of people who visit the answer. But the majority of people don’t bother to click ‘like’ at all and higher-volume questions tend to attract less-targeted traffic.

A better way is simply a ‘yes/no button’ (i.e. did this answer help? yes/no). You can find this on many knowledge base articles today. This gives you a great benchmark to work with and improve over time. It also lets you identify popular questions with poor answers you can improve.

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