--- title: "Feedback analytics - Know what your readers think about your article" slug: "feedback" description: "Feedback analytics track total comments, likes, and dislikes for each article/page category.You can find the analytical representation of the feedback data in the form of charts and graphs." tags: ["Analytics", "Feedback"] updated: 2026-07-22T07:01:59Z published: 2026-07-22T07:01:59Z canonical: "docs.document360.com/feedback" --- > ## Documentation Index > Fetch the complete documentation index at: https://docs.document360.com/llms.txt > Use this file to discover all available pages before exploring further. # Feedback analytics Feedback analytics in Document360 tracks reader responses — likes, dislikes, and comments — across articles and page categories. The data is displayed as charts and metric tiles in the Knowledge base portal, giving you a clear picture of how readers are engaging with your content and where documentation improvements are needed. --- ## Why use feedback analytics Use feedback analytics when you want to: - Identify articles with a high volume of dislikes to prioritise content improvements. - Understand which dislike reasons (for example, "Need more information" or "Inaccurate or irrelevant content") are most common across your knowledge base. - Monitor feedback trends over a specific date range after publishing updated content. - Filter engagement data by user type — such as public readers vs. private readers — in mixed or private projects. --- ## Before you begin - You must have access to the **Analytics** section in the Knowledge base portal. - Feedback analytics data can take up to **15 minutes** to appear in the portal after a reader submits feedback. - For **public projects**, the user-type filter is not available. - Only feedback submissions that include **both** a thumbs up/down response and a comment are counted in the metric tiles. --- ## Access feedback analytics ### Open the feedback analytics page 1. In the Knowledge base portal, navigate to **Analytics** () in the left navigation bar. 2. In the left navigation pane, click **Feedback**. ![Dashboard displaying feedback metrics, total articles, and feedback analysis graph.](https://cdn.document360.io/860f9f88-412e-4570-8222-d5bf2f4b7dd1/Images/Documentation/Screenshot-Feedback_analytics.png) ### Use filters to customise the data view By default, the page shows data for the **last week**. Adjust the view using the following filters: 1. Click the **Date** filter dropdown and select a predefined range (for example, **This month** or **Last month**), or choose **Custom** to set a specific date range. 2. Click the **All users** dropdown to filter by user type: | Project type | Available filter options | | --- | --- | | **Mixed projects** | All, Users, Public readers, Private readers | | **Private projects** | All, Users, Readers | | **Public projects** | Filter not available | 1. If you use the Knowledge base widget, use the top-right dropdown to switch between **All**, **Knowledge base**, and **Widget analytics**. 2. To track JWT-authenticated interactions, select the **JWT widget** option. This applies to private and mixed projects secured by JWT authentication. ![Image showing Knowledge base and widget filter in Article analytics](https://cdn.document360.io/860f9f88-412e-4570-8222-d5bf2f4b7dd1/Images/Documentation/image-1743578286313.png) NOTE Feedback analytics data can take up to 15 minutes to reflect in the portal from the time the feedback is given. --- ## Understanding the feedback analytics page ### Feedback metric tiles The **Feedback** page displays four summary tiles at the top: | Metric | Description | | --- | --- | | **Total articles** | The number of articles that received at least one like, dislike, or comment. | | **Total feedback** | The total number of comments logged. | | **Total likes** | The number of likes received that are accompanied by a comment. | | **Total dislikes** | The number of dislikes received that are accompanied by a comment. | ![Feedback analytics overview page showing four metric tiles.](https://cdn.document360.io/860f9f88-412e-4570-8222-d5bf2f4b7dd1/Images/Documentation/image-1734802023945.png) NOTE For **Total likes** and **Total dislikes**, if a reader first likes an article and then changes their response to a dislike, only the dislike is captured in the analytics. --- ### Feedback analysis graph The feedback analysis graph shows trends over the selected date range. You can interact with it using the following options: | Option | Description | | --- | --- | | **Date-wise metrics** | Hover over a point on the graph to see metrics for that specific date. | | **All** | Displays a combined graph of all feedback — articles, likes, and dislikes. | | **Articles** | Displays feedback specific to articles. | | **Feedback** | Displays the number of feedback submissions. | | **Likes** | Displays the graph of likes received. | | **Dislikes** | Displays the graph of dislikes received. | | **Export image** | Exports the feedback analysis graph as a `.png` file. | ![Feedback analysis graph showing likes, dislikes, and article feedback over time.](https://cdn.document360.io/860f9f88-412e-4570-8222-d5bf2f4b7dd1/Images/Documentation/image-1734801406078.png) --- ### Feedback metrics — dislike reasons This section shows a graphical breakdown of the reasons readers selected when submitting a dislike. The default dislike response options are: - Need more information - Difficult to understand - Inaccurate or irrelevant content - Missing or broken link - Others ![Feedback metrics showing dislike reason breakdown.](https://cdn.document360.io/860f9f88-412e-4570-8222-d5bf2f4b7dd1/Images/Documentation/image-1734802120667.png) You can customise these dislike response labels using the **Localization variables** page: 1. Navigate to **Settings** () in the left navigation bar in the Knowledge base portal. 2. Go to **Knowledge base portal** > **Workspace & localization** > **Localization variables**. For more information, see [Localization variables](/help/docs/localization-variables). --- ### Feedback list The feedback list displays all articles along with their feedback data for the selected time period. The following information is shown for each article: - Article name - Proportion of likes vs. dislikes (out of 100) - Total article views in the selected time frame - Likes received with feedback or comments - Dislikes received with feedback or comments - Total feedback or comments received ![Feedback list showing article names, proportions, views, likes, dislikes, and comments.](https://cdn.document360.io/860f9f88-412e-4570-8222-d5bf2f4b7dd1/Images/Documentation/image-1734802145188.png) From the feedback list, you can perform the following actions: - **View in Knowledge base**: Hover over an article title and click **View in Knowledge base** () to open the article in the Knowledge base site. - **View feedback**: Hover over an article row and click **View feedback** to open that article's entries in the **Feedback manager**. - **Filter**: Filter the list by articles, page categories, or both. - **Export CSV**: Click **Export CSV** to download the feedback data as a CSV file to your local storage. NOTE When the [**Anonymize reader information**](/help/docs/general-project-settings#analytics-settings) setting is enabled, reader-identifiable information associated with feedback entries is anonymised in analytics and exported files. --- ## Best practices - **Review dislike reasons regularly**: Check the feedback metrics section weekly to spot content quality issues before they affect a large number of readers. - **Use date filters for before/after comparisons**: After updating an article, use a custom date range to compare feedback volume before and after the change. --- ## FAQ **Are feedback submissions without comments included in the metrics displayed on the Feedback analytics tiles?** No. Feedback submissions that do not include a comment are not counted in the Feedback analytics metric tiles. Only submissions that include both a thumbs up or thumbs down response and a written comment are reflected in the **Total feedback**, **Total likes**, and **Total dislikes** counts. **If a reader changes their response from a like to a dislike, which value is recorded?** Only the most recent response is recorded. If a reader first likes an article and later changes their response to a dislike, only the dislike is captured in the analytics. The earlier like is not retained. **How long does it take for feedback data to appear in the portal?** Feedback analytics data can take up to 15 minutes to reflect in the Knowledge base portal after a reader submits feedback. ## Related - [Search analytics](/analytics-search.md) - [Feedback analytics](/feedback.md) - [User analytics](/analytics-team-accounts.md) - [Page not found analytics](/page-not-found-analytics.md) - [Navigating articles analytics](/navigating-articles-analytics.md)