Knowledge Base Article Feedback
A well-maintained knowledge base reduces support tickets and improves customer satisfaction. This feedback form helps you understand which articles truly help users and which need improvement. It captures quick helpfulness ratings, detailed quality assessments, identifies content gaps, and collects suggestions for new topics. Perfect for support teams focused on deflecting tickets through better self-service content.
Try the Form
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export function knowledgeBaseFeedback(form: FormTs) {
// Knowledge Base Article Feedback Form
// Demonstrates: ThumbRating, RatingScale, EmojiRating, MatrixQuestion, CheckboxList, SuggestionChips
// State to track if user found article helpful
const wasHelpful = form.state<boolean | null>(null);
// ============================================
// HEADER
// ============================================
form.addRow(row => {
row.addTextPanel('header', {
label: 'Article Feedback',
computedValue: () => 'Help us improve our knowledge base by sharing your thoughts.',
customStyles: {
backgroundColor: '#8b5cf6',
color: 'white',
padding: '20px',
borderRadius: '12px',
textAlign: 'center'
}
});
});
// ============================================
// SECTION 1: Primary Helpfulness Question
// ============================================
const helpfulSection = form.addSubform('helpful', {
title: 'Was This Article Helpful?',
customStyles: () => {
const rating = helpfulSection.thumbRating('wasHelpful')?.value();
if (rating === 'up') return { backgroundColor: '#dcfce7', padding: '16px', borderRadius: '8px' };
if (rating === 'down') return { backgroundColor: '#fee2e2', padding: '16px', borderRadius: '8px' };
return { backgroundColor: '#f8fafc', padding: '16px', borderRadius: '8px' };
}
});
helpfulSection.addRow(row => {
row.addThumbRating('wasHelpful', {
label: 'Did this article answer your question?',
showLabels: true,
upLabel: 'Yes, it helped',
downLabel: 'No, it didn\'t',
size: 'lg',
alignment: 'center',
onValueChange: (value) => {
wasHelpful.set(value === 'up' ? true : value === 'down' ? false : null);
}
});
});
// Show emoji rating after thumb rating
helpfulSection.addSpacer({ height: '12px', isVisible: () => helpfulSection.thumbRating('wasHelpful')?.value() !== null });
helpfulSection.addRow(row => {
row.addEmojiRating('sentiment', {
label: () => {
const rating = helpfulSection.thumbRating('wasHelpful')?.value();
if (rating === 'up') return 'How satisfied are you with this article?';
return 'How frustrated did this make you feel?';
},
preset: () => {
const rating = helpfulSection.thumbRating('wasHelpful')?.value();
return rating === 'down' ? 'effort' : 'satisfaction';
},
size: 'md',
showLabels: true,
alignment: 'center',
isVisible: () => helpfulSection.thumbRating('wasHelpful')?.value() !== null
});
});
// ============================================
// SECTION 2: Article Quality Rating (when helpful)
// ============================================
const qualitySection = form.addSubform('quality', {
title: 'Article Quality',
isVisible: () => wasHelpful() === true,
customStyles: { backgroundColor: '#f0fdf4', padding: '16px', borderRadius: '8px' }
});
qualitySection.addRow(row => {
row.addMatrixQuestion('qualityRatings', {
label: 'Rate the following aspects of this article:',
rows: [
{ id: 'clarity', label: 'Clarity of explanation', isRequired: true },
{ id: 'completeness', label: 'Completeness of information' },
{ id: 'accuracy', label: 'Accuracy of content' },
{ id: 'organization', label: 'Logical organization' },
{ id: 'findability', label: 'Easy to find' }
],
columns: [
{ id: 'poor', label: 'Poor' },
{ id: 'fair', label: 'Fair' },
{ id: 'good', label: 'Good' },
{ id: 'excellent', label: 'Excellent' }
],
striped: true,
fullWidth: true
});
});
qualitySection.addSpacer({ height: '16px' });
qualitySection.addRow(row => {
row.addSuggestionChips('whatHelped', {
label: 'What was most helpful? (select up to 3)',
suggestions: [
{ id: 'steps', name: 'Step-by-step instructions' },
{ id: 'screenshots', name: 'Screenshots/Images' },
{ id: 'examples', name: 'Examples provided' },
{ id: 'video', name: 'Video content' },
{ id: 'links', name: 'Related links' },
{ id: 'faq', name: 'FAQ section' }
],
max: 3,
alignment: 'center'
});
});
// ============================================
// SECTION 3: What Was Missing (when not helpful)
// ============================================
const missingSection = form.addSubform('missing', {
title: 'What Was Missing?',
isVisible: () => wasHelpful() === false,
customStyles: { backgroundColor: '#fef2f2', padding: '16px', borderRadius: '8px' }
});
missingSection.addRow(row => {
row.addCheckboxList('missingElements', {
label: 'What was lacking in this article? (select all that apply)',
options: [
{ id: 'outdated', name: 'Information is outdated' },
{ id: 'incomplete', name: 'Missing important details' },
{ id: 'confusing', name: 'Explanation is confusing' },
{ id: 'wrong_topic', name: 'Doesn\'t address my issue' },
{ id: 'no_examples', name: 'Needs more examples' },
{ id: 'no_screenshots', name: 'Needs screenshots/visuals' },
{ id: 'too_technical', name: 'Too technical' },
{ id: 'too_basic', name: 'Too basic/not detailed enough' }
],
orientation: 'vertical'
});
});
missingSection.addSpacer({ height: '16px' });
missingSection.addRow(row => {
row.addTextarea('whatLookingFor', {
label: 'What were you trying to accomplish?',
placeholder: 'Describe what you were looking for or trying to do...',
rows: 3,
autoExpand: true,
isRequired: true
});
});
missingSection.addSpacer({ height: '12px' });
missingSection.addRow(row => {
row.addTextarea('improvementSuggestions', {
label: 'How could we improve this article?',
placeholder: 'Tell us what information or changes would make this article helpful...',
rows: 3,
autoExpand: true
});
});
// ============================================
// SECTION 4: Content Gap Identification
// ============================================
const gapsSection = form.addSubform('gaps', {
title: 'Suggest New Topics',
isVisible: () => helpfulSection.thumbRating('wasHelpful')?.value() !== null
});
gapsSection.addRow(row => {
row.addRatingScale('contentCoverage', {
preset: 'likert-5',
label: 'How well does our knowledge base cover topics you need?',
lowLabel: 'Very poorly',
highLabel: 'Very well',
size: 'md',
alignment: 'center'
});
});
gapsSection.addSpacer({ height: '16px' });
gapsSection.addRow(row => {
row.addSuggestionChips('topicsWanted', {
label: 'What topics would you like to see added?',
suggestions: [
{ id: 'getting_started', name: 'Getting started guides' },
{ id: 'troubleshooting', name: 'Troubleshooting guides' },
{ id: 'best_practices', name: 'Best practices' },
{ id: 'integrations', name: 'Integrations' },
{ id: 'api_docs', name: 'API documentation' },
{ id: 'video_tutorials', name: 'Video tutorials' },
{ id: 'use_cases', name: 'Use case examples' },
{ id: 'comparisons', name: 'Feature comparisons' }
],
alignment: 'center'
});
});
gapsSection.addSpacer({ height: '12px' });
gapsSection.addRow(row => {
row.addTextarea('topicSuggestion', {
label: 'Any specific topic or question you\'d like us to cover?',
placeholder: 'Describe an article topic that would help you...',
rows: 2,
autoExpand: true
});
});
// ============================================
// SECTION 5: Contact for Follow-up (when not helpful)
// ============================================
const contactSection = form.addSubform('contact', {
title: 'Need More Help?',
isVisible: () => wasHelpful() === false
});
contactSection.addRow(row => {
row.addTextPanel('supportNote', {
computedValue: () => "Since this article didn't help, would you like our support team to assist you?",
customStyles: {
backgroundColor: '#fef3c7',
padding: '12px',
borderRadius: '8px',
fontSize: '14px'
}
});
});
contactSection.addRow(row => {
row.addCheckbox('wantSupport', {
label: 'Yes, please connect me with support'
});
});
contactSection.addRow(row => {
row.addEmail('email', {
label: 'Your email address',
placeholder: 'support@example.com',
isRequired: () => contactSection.checkbox('wantSupport')?.value() === true,
isVisible: () => contactSection.checkbox('wantSupport')?.value() === true
});
});
// ============================================
// SECTION 6: Summary
// ============================================
const summarySection = form.addSubform('summary', {
title: 'Feedback Summary',
isVisible: () => helpfulSection.thumbRating('wasHelpful')?.value() !== null
});
summarySection.addRow(row => {
row.addTextPanel('summaryContent', {
computedValue: () => {
const helpful = helpfulSection.thumbRating('wasHelpful')?.value();
const sentiment = helpfulSection.emojiRating('sentiment')?.value();
const coverage = gapsSection.ratingScale('contentCoverage')?.value();
const missing = missingSection.checkboxList('missingElements')?.value() || [];
const whatHelped = qualitySection.suggestionChips('whatHelped')?.value() || [];
if (helpful === null) return '';
let emoji = helpful === 'up' ? '✅' : '❌';
let summary = `${emoji} Article Feedback Summary\n`;
summary += `${'═'.repeat(28)}\n\n`;
summary += `📖 Article Helpful: ${helpful === 'up' ? 'Yes' : 'No'}\n`;
if (sentiment) {
const sentimentLabels: Record<string, string> = {
'very-hard': '😫 Very Frustrated',
'hard': '😓 Frustrated',
'neutral': '😐 Neutral',
'easy': '💪 Satisfied',
'very-easy': '🚀 Very Satisfied',
'very-bad': '😢 Very Unsatisfied',
'bad': '😕 Unsatisfied',
'good': '😊 Satisfied',
'excellent': '😃 Very Satisfied'
};
summary += `💭 Sentiment: ${sentimentLabels[sentiment] || sentiment}\n`;
}
if (coverage !== null && coverage !== undefined) {
summary += `📚 KB Coverage Rating: ${coverage}/5\n`;
}
if (helpful === 'up' && whatHelped.length > 0) {
summary += `\n✨ Most Helpful: ${whatHelped.length} element(s) selected`;
}
if (helpful === 'down' && missing.length > 0) {
summary += `\n⚠️ Issues Found: ${missing.length} item(s) selected`;
}
return summary;
},
customStyles: () => {
const helpful = helpfulSection.thumbRating('wasHelpful')?.value();
const baseStyles = {
padding: '16px',
borderRadius: '8px',
whiteSpace: 'pre-wrap',
fontFamily: 'monospace',
fontSize: '14px'
};
if (helpful === 'up') {
return { ...baseStyles, backgroundColor: '#dcfce7', borderLeft: '4px solid #22c55e' };
} else {
return { ...baseStyles, backgroundColor: '#fee2e2', borderLeft: '4px solid #ef4444' };
}
}
});
});
// ============================================
// FORM CONFIGURATION
// ============================================
form.configureSubmitButton({
label: () => {
const helpful = helpfulSection.thumbRating('wasHelpful')?.value();
if (helpful === 'down') return 'Submit & Get Help';
return 'Submit Feedback';
},
isVisible: () => helpfulSection.thumbRating('wasHelpful')?.value() !== null
});
form.configureCompletionScreen({
type: 'text',
title: () => {
const helpful = helpfulSection.thumbRating('wasHelpful')?.value();
if (helpful === 'up') return 'Thanks for the positive feedback!';
return 'Thank you for your feedback';
},
message: () => {
const helpful = helpfulSection.thumbRating('wasHelpful')?.value();
const wantSupport = contactSection.checkbox('wantSupport')?.value();
if (helpful === 'up') {
return "We're glad this article helped! Your feedback helps us create better content.";
}
if (wantSupport) {
return "We'll use your feedback to improve this article. Our support team will reach out to help you shortly.";
}
return "We're sorry this article didn't help. We'll review your feedback and work on improving it.";
}
});
}
Frequently Asked Questions
Where should I place this feedback form?
Place it at the end of each knowledge base article, after the main content. Keep it visible but not intrusive. Consider a collapsible 'Was this helpful?' section that expands when users click thumbs up/down.
How do I act on article feedback?
Create a dashboard tracking helpfulness by article. Prioritize updates for articles with low ratings and high views. For 'not helpful' responses, review what users say is missing and update content accordingly. Share insights with content creators weekly.
What's a good helpfulness rate for KB articles?
Aim for 70%+ positive helpfulness ratings. Top-performing help centers achieve 80-90%. If an article falls below 50%, it needs immediate attention. Track trends - consistent decline signals outdated content or changing user needs.
Should I ask for contact info on article feedback?
Only if the user indicates the article didn't help. Offer to connect them with support. For positive feedback, keep it frictionless - just the thumbs up and optional comment. Requiring email reduces response rates.
How can I identify content gaps?
Look for patterns in 'What were you looking for?' responses. Track search queries that lead to high bounce rates. Monitor support tickets - recurring topics should become KB articles. This form includes a suggestion field specifically for content gaps.