Google Search Appliance User Experience Guide - Manual (Page 25)

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Chapter 7 User Feedback
Overview
Users are conditioned to have a great search experience with continuous innovation on Google.com. By
using the search appliance, you can deliver a similarly innovative and rich experience to your users.
If the GSA is replacing an existing search solution, a great way for gathering feedback and metrics is by
conducting a review of the existing solution for comparison with the GSA solution later.
One of the best ways to innovate is by capturing user feedback on what they like and don’t like about the
search solution, as well as understanding how they are using it. User feedback is critical to a successful
deployment. To deliver value, not only must you deliver a great search experience, but also you need to
have users actively using it.
There are several methods for getting user feedback, including:
● Implicit
feedback
● A
feedback link
● A
user survey
Implicit feedback
By activating Advanced Search Reporting , or another analytical capability, you can automatically see
what your users are doing, where they are succeeding, and how you can help them be more effective.
However, it’s important not only to capture this data, but also to use it.
Feedback link
Make it easy for users to provide feedback by providing a link or an email address for submitting their
comments.
User survey
A user survey is a great tool to analyze how satisfying users find your search solution. Surveys should be
sent out regularly, and after each phase in your deployment, so that you can iterate rapidly, and continue
to delight your users. See the sample survey in the following section, which you could use as a template
to make your own.