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Article Helpfulness Rating Benchmarks

edited Mar 16, 2017 8:28PM in Reporting & Analytics for B2C Service 2 comments

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I recently moved into a role where I'll be using article helpfulness ratings as a component to drive our organization's self-service strategy, and I'd like to get some insight on how to set a goal for this.  We currently have around 1000 self-service articles in our database.  We had 1,165 total ratings across all articles in January, with about 67% of the ratings being 'helpful'.  I'm curious to know if anyone else sets goals around this, and if so - what do you shoot for?  Thanks for the help!

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