Guide to Product Ratings on Blender Market
Product Ratings are an opportunity for customers to provide you with feedback about your product(s). They are also a tool that customers use when researching products that they might want to buy. Was the product "as advertised"? Was it easy to use? Did it do what it claimed it would do? What did customers have trouble with? What did they appreciate?
The higher your product rating is, the more likely a customer may buy it if it's held up against a similar product with a lower rating. This article is here to help you make sense of ratings, identify customer concerns, and use the feedback that ratings provide to improve your products.
What scale is used?
We use stars, on a 1-to-5 scale. 5 stars is the best possible rating. The overall product rating that displays on the product page sidebar (example above) is based on the average customer rating. Thus, if one customer gives your product 2 stars and another gives it 4 stars, your product rating would be 3 stars. The Ratings tab of your product page will break down the spread of ratings.
Are ratings WYSIWYG or based on multiple questions?
Ratings are basic and based on one rating scale. That scale covers both your product that the customer bought and their experience with that product. Your product might be 4 stars, but if the customer had a disappointing customer service experience, they might knock their rating down to 3 stars. For this reason, it's important to pay the most attention to the written feedback that customers provide. If they gave you a lower rating than you expected, what do they cite as the reason for their rating? Is it something you can do something about (e.g., customer service, documentation, or a product glitch)? Or was it oversight on the part of the customer that resulted in a frustrating experience (e.g., you specified that the product was for Blender 2.8, and they tried to use it with Blender 2.79)?
How can ratings help you improve your products or their presentation?
If your product is receiving lower ratings than you would expect, review the comments to get at the root of the issue.
Here are some common problems and suggestions to remedy them:
- If customers are frustrated with the documentation that you provide to get started with or to troubleshoot the product (FAQs, for example), start beefing up your documentation. Ask customers who have reviewed your product what topics are lacking from your documentation. Then add them! :)
- If customers repeatedly run into bugs, ask for more details about what the bugs are, when they are encountering them, and what happens when the bug occurs. Encourage them to submit a product support request via the button on the main product page. Ideally, this would be the first step that happens before they post a product rating, but that is often not the case. Once you have collected some data, head back to your product and do your best to address the bug.
- If your customers are disappointed by the customer service that they are receiving, consider your approach. Maybe you're swamped at the moment and don't have time to address their issue, but you could reply to them that you've received their message and will be back in touch by [some date] when you have had a chance to fully review the issue. If you are slow in responding to customers, you can thank them for their patience or apologize for not getting back to them sooner.
Still have questions? Check out the Supporting Your Customers section in Creator Help.