Ratings

Ask people to rate your app or a moment in it, with room for a comment. Choose who is asked, when and how often, then read the score and what people said.

What a rating campaign is

A rating campaign asks people to rate your app, or one moment in it, while they are using it. The rating is a short card with one rating question, shown as stars, emoji, thumbs, a numeric scale or an NPS question from 0 to 10. It can also ask for a comment, so you learn why someone gave the score they did.

A campaign decides who is asked, when, and how often. The rating card itself is a piece of content from the Content Library that the campaign links to. You can design a new rating while you build the campaign, or attach one that already exists in the library.

On the Ratings page, a row marked Legacy is a rating widget made in the old dashboard. It becomes a draft campaign the first time you open it.

Every campaign has a status:

• Draft has never been launched.
• Active is being shown to the people it targets.
• Paused is kept but shown to nobody until you resume it.
• Pending approval and Rejected appear when your project requires approval before a campaign goes live.

How a rating reaches someone

Whether a person is asked for a rating is decided every time their app asks for content, not once when you launch it. All of these have to be true at that moment:

1. The campaign is active.
2. Its schedule is open: it has started, and its end date, if it has one, has not passed.
3. The person matches the audience. The check runs against their profile as it is now, so someone who joins a targeted cohort after launch can still be asked.
4. The campaign's frequency allows another showing for this person.

Frequency decides how often one person is asked:

• Show once asks each person one time.
• Until dismissed keeps asking until the person closes the card.
• Every time asks on every request.
• Cooldown asks again only after the number of hours you set has passed since the last time.

Recurring and multi-day campaigns have no frequency choice. Each new occurrence is shown to a person at most once, so the schedule is the frequency.

On a website, a rating can instead wait behind a launcher button: a small button that stays on the page, and opens the rating when the person taps it. Leave the launcher off to have the card shown on its own. The launcher button is drawn by websites that use the Countly Web SDK.

Use Cases

Ask for a rating

Ask the people using your app how they feel about it, and get a score back.

1. Open Ratings under Campaigns in the Experience menu and select New rating.
2. In Setup, choose the type, the audience, the frequency and the device. A One-time campaign set to Send now starts as soon as you launch it. Rename the campaign in the bar at the top, since the name is how you will find it in the list.
3. Select Continue. On the Content step, choose Create new content to design a rating in the builder, or attach a rating that is already in your library. Attaching takes you straight to Review.
4. On Review, read each row. To change one, select its step in the bar at the top.
5. Select Launch campaign and confirm. You return to the Ratings page, and a message confirms the campaign launched.

If your project requires approval for rating campaigns, the button reads Send for approval instead, and the campaign goes live once an approver accepts it.

Ask at the right moment

Ask for a rating when someone has just done the thing you want feedback on, and not so often that it annoys them.

1. In Setup, set Type to Automated and choose the event that marks the moment, such as a finished purchase. The rating becomes due for a person when they perform that event. You can start it when someone enters or leaves a cohort instead.
2. In Targeting, choose Segmented to ask only the cohorts you care about, and watch Estimated reach as you go. Cohorts, profile properties and geolocation all apply together, so each one you add can only make the number smaller.
3. In Delivery, set Frequency. Show once suits a rating about one moment. Cooldown suits a rating you want to repeat, then set how many hours must pass between showings. It starts at 24.
4. Check the trigger and the frequency on the Review step before you launch.

Read your score and comments

Find out how people rate the experience, and why.

1. On the Ratings page, select a campaign's row.
2. Read Average score first, then Response rate to see how many of the people asked actually answered.
3. Read Rating distribution to see whether the average hides a split, such as many top scores alongside many low ones. Select a score's count to see the profiles who gave it.
4. If the rating asks for a comment, read Comments and use the score chips to read only the low scores, or only the high ones. Select a name to open that profile.
5. Use Filter above the numbers to narrow the whole page to profiles with the properties you choose, and Results for to look at one localization.

FAQs

I launched a rating. Why has nobody been asked yet?

A rating appears the next time a person's app asks for content, and only if they match the audience and the frequency allows it. Check Estimated reach on the Setup step. If it is zero, nobody matches all of your targeting at once.

What does the Legacy badge mean?

The row is a rating widget made in the old dashboard. Opening it imports it as a draft campaign, once, after asking you where it runs. The old widget keeps running until you launch the campaign, and the old dashboard shows it read-only. Its responses stay where they are.

Why do the Average score and the Avg. rating column differ for an NPS rating?

The results page shows the Net Promoter Score. For an NPS rating, the Avg. rating column on the Ratings page is the plain average of every score, from 0 to 10. For a rating that also asks for a comment, the column shows a dash instead.

Why is there no Comments list?

Comments only appear when the rating asks for one. Add a comment question to the rating in the Content Library, and Comment rate and the Comments list fill in as people answer.

What happens to a campaign I pause?

It stops being shown to anyone and stays in the list as Paused. Resume makes it active again, without asking first.

Why can't I open a draft's results from its row icon?

A draft has never been launched, so nobody has been asked and there is nothing to report yet.

Related Resources