Chris Duell August 6th, 2018

Update: New combined search report

Previously, we had two separate reports for searches. One that showed when searches had results, and another for when the searches had no results.

One chart, 3 metrics

This update combines those two reports into a single report so you can get a clearer high-level picture of what people are searching for, whether the search was successful (shown in green) or not (shown in amber). This helps to show you the hit-rate (the grey line, showing the percentage of searches that were successful), to give you an idea of how thorough your documentation is, and your level of coverage.

Ideally, you want to aim to keep your hit rate above 90% to increase your coverage and keep your users encouraged that the help they need to self-serve is available.

Here's a snapshot of our own search results:


Filter to find the gaps

At an 89% hit rate, we're falling short of the 90% goal... looks like we've got some work to do. So we can filter the results table that sits below the chart, to show us only search misses (searches that had no results) to help increase our coverage. 

While there are some obvious test searches in there from people, we can see that there have been some searches for "glossary", "tour", "manuall", so we can use those as starting points for some new help content to improve our coverage.


New Features

  • Search hit rate report

  • Combined "Searches with results" and "Searches without results" into a single report