Do any of you have methods for tracking use (we currently use Google Analytics) and quality?
In other words, are you able to find out from your customers how you're doing?
Did this answer your question?
How would you rate this document? Stars?
Which pages are viewed/looked for?
Did this search yield the correct results?
Send us a question that wasn’t answered…
Nina, there is no single solution/response to your question. Googel Analytics is one approach. MadCap Pulse is another in order to obtain some level of topic rating stats via stars. Whether or not search produced correct results can be tested independently of the user community by a QA group or the help author. Flare's search engine is highly reliable and does produce accurate results. I think what you mean to ask here is whether or not the results themselves were useful. As to which pages are viewed again Pulse can be used. I provide an email feedback link in each topic but honestly that does not get all that much usage. If you subscribe to an email marketing campaign company you can design a survey and proactively email your customers (assuming they opt-in and you have their email address) seeking answers to these kinds of questions.
From time-to-time people ask me those questions and I don't know what to tell them. We use Google Analytics to see who is using what pages, but as far as ratings and the other things I listed, I'm simply trying to do a loose survey.