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    Star Rating
    • 13 Feb 2025
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    Contents

    Star Rating

    • Updated on 13 Feb 2025
    • 10 Minutes to read
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    • PDF
    Article summary

    Analyzing customer reviews is one of the major steps in understanding customer satisfaction. With this insight as an input, it is possible to improve customer service quickly. Star Rating Control is one such control in Apex which allows users to provide feedback or rate the services based on predefined scales.

    Let's explore the following use-case to better understand Star Rating control in Apex:

    Use-Case

    User Persona: Application Designer

    Solution

    NovaTech wants to know about customer opinion on its recently released new feature in the product.

    However, collecting meaningful feedback is challenging. The lack of an intuitive and user-friendly feedback mechanism hinders the NovaTech team's ability to identify areas of improvement and deliver better services.

    Application designer Sam can configure star rating control while designing the form in Apex with a Star rating of scale 5.

    This aims to enhance the user experience by providing a visually appealing and straightforward method for users to express their satisfaction levels.

    By incorporating a user-friendly Star Rating Control into the forms, you can gain valuable insights for continuous service improvement.

    Configure Star Rating Control

    Effortlessly drag and drop Star Rating Control on to the form canvas and configure it as per organizational needs.

    To configure Star Rating Control, perform the following steps:

    1. Navigate to Form Designer > Design Form > Controls.

    2. Expand Survey Controls.
      The following options are displayed:

      Figure: Survey Controls

    3. Drag and drop Star Rating control on the design canvas.

    4. Hover over the added control to access Settings and Delete icon.


    5. Click the gear icon to configure Rating control.

    6. Configuration screen displays the following tabs:


    7. Figure: Rating Configuration

    Properties

    In the Properties tab, you begin by defining the Title and Subtitle of the rating control, which provide context to users about what they are rating. Next, you select the desired shape for the rating, choosing from options like Star, Smiley, Heart or Thumb. Each shape offers a different visual style and can cater to different feedback needs. You then determine the scale, which defines the number of levels (e.g., 1 to 5 stars), enabling precise feedback granularity.

    Properties further the following sections:

    General  

    The general properties enable you to configure the name, shape and scale for the Rating control.

    To configure General properties, perform the following:

    1. By default, Title field is populated with Rating title. However, this field value is editable.

      Figure: General

    2. Enter Sub Title for the Rating title.

      This information is displayed below the Title field in the Form.

    3. Select Shape from the dropdown.
      The dropdown displays the following list:

      • Star

      • Smiley

      • Heart

      • Thumb


      Upon selecting a Shape, an additional field Scale is displayed.

    4. Select Scale for the chosen Shape.

      Control

      Scale range

      Star

      2-10

      Smiley

      2-5

      Heart

      2-10

      Thumb

      2-3

      Note

      Provides a measurable scale between which the Rating can be provided.

      Based on the selected Shape and Scale more configuration details are added to the General properties. For more information, refer to the following:

    Typically used for rating satisfaction on a scale (example: 1-5 stars), this rating gives users the option to select a level of satisfaction or quality.

    ITSM Application Use Case Scenario: A star rating could be used in an incident resolution feedback form where a user rates how satisfied they were with the resolution of their IT issue.
    Example: "How would you rate the resolution of your support request?".

    Selecting Star Shape will enable you to select Scale between 2 - 10.

    Based on the selected Scale, configuration details are added to the General properties.

    Note

    Based on the selected Scale the following values is displayed.
    Example: If Scale is 2 then, two values are populated across the below table. Similarly, if Scale is 3 then three values are populated.

    How No Rating works and its Use Cases

    The row with No Rating is not displayed to the consumer.

    No Rating works, in case you want to allocate a negative score to questions where a feedback is not provided.

    Use Case 1:

    • Sam the Application Designer configures 0 Score for No Rating. If an employee does not provide any rating then by default, 0 is assigned as a Score to that feedback. This is applicable when an average is calculated.

      Employee

      Rated? (Y/N)

      Rating

      Fredrick

      No

      0

      William

      Yes

      4

      Maxwell

      Yes

      4

      Adam

      No

      0

      Average

      (0+4+4+0) / 4 = 2

    Use Case 2:

    • Sam the Application Designer configures -1 Score for No Rating. If an employee does not provide any feedback then, -1 is  is assigned as a Score to that feedback. This effect takes while calculating the average.

      Employee

      Rated? (Y/N)

      Rating

      Fredrick

      No

      -1

      William

      Yes

      4

      Maxwell

      Yes

      4

      Adam

      No

      -1

      Average

      ((-1) + 4 + 4 + (-1)) / 4 = 1.5

    Field

    Description

    Add Rating Labels

    Enable this control view the labels for each rating. On enabling this control, an additional Rating Label field is enabled with auto populated values.

    Rating Label

    Rating Label is auto populated with values, however, this is editable. Based on the selected scale the number of Rating labels are displayed.
    Example:

    1 - Dissatisfied

    2 - Neutral

    3 - Satisfied

    Score

    Define the score or weightage for each Rating. By default, this is auto-populated with series of numbers to the respective Rating.

    Note

    The Scores cannot be edited with the duplicate values and should not be greater than the last score listed in the Rating control.

    Color

    Click on the color picker to change the color in HEX or RGB values.

    A set of faces with different expressions (Example: happy, neutral, sad) to quickly gauge user satisfaction with a service or interaction.

    ITSM Application Use Case Scenario: A service request form could use smiley faces to assess how happy a user is with the IT service experience or communication received.
    Example: "How would you rate your interaction with our support team?".

    Selecting Smiley Shape will enable you to select Scale between 2 - 5.

    Based on the selected Scale, configuration details are added to the General properties.

    Note

    Based on the selected Scale the following values is displayed.
    Example: If Scale is 2 then, two values are populated across the below table. Similarly, if Scale is 3 then three values are populated.

    How No Rating works and its Use Cases

    The row with No Rating is not displayed to the consumer.

    No Rating works, in case you want to allocate a negative score to questions where a feedback is not provided.

    Use Case 1:

    • Sam the Application Designer configures 0 Score for No Rating. If an employee does not provide any rating then by default, 0 is assigned as a Score to that feedback. This is applicable when an average is calculated.

      Employee

      Rated? (Y/N)

      Rating

      Fredrick

      No

      0

      William

      Yes

      4

      Maxwell

      Yes

      4

      Adam

      No

      0

      Average

      (0+4+4+0) / 4 = 2

    Use Case 2:

    • Sam the Application Designer configures -1 Score for No Rating. If an employee does not provide any feedback then, -1 is  is assigned as a Score to that feedback. This effect takes while calculating the average.

      Employee

      Rated? (Y/N)

      Rating

      Fredrick

      No

      -1

      William

      Yes

      4

      Maxwell

      Yes

      4

      Adam

      No

      -1

      Average

      ((-1) + 4 + 4 + (-1)) / 4 = 1.5

    Field

    Description

    Add Rating Labels

    Enable this control view the labels for each rating. On enabling this control, an additional Rating Label field is enabled with auto populated values.

    Rating Label

    Rating Label is auto populated with values, however, this is editable. Based on the selected scale the number of Rating labels are displayed.
    Example:

    1 - Dissatisfied

    2 - Neutral

    3 - Satisfied

    Score

    Define the score or weightage for each Rating. By default, this is auto-populated with series of numbers to the respective Rating.

    Note

    The Scores cannot be edited with the duplicate values and should not be greater than the last score listed in the Rating control.

    Re-order

    Re-order items using Hamburger icon across the Rating.

    A heart symbol is used to measure emotional connection or positive sentiment, with multiple hearts indicating stronger affection.

    ITSM Application Use Case Scenario: A feedback form on IT service satisfaction might ask users to rate how much they love or appreciate the service provided.
    Example: "How satisfied are you with the new software update?".

    Selecting Heart Shape will enable you to select Scale between 2 - 10.

    Based on the selected Scale, configuration details are added to the General properties.

    Note

    Based on the selected Scale the following values is displayed.
    Example: If Scale is 2 then, two values are populated across the below table. Similarly, if Scale is 3 then three values are populated.

    How No Rating works and its Use Cases

    The row with No Rating is not displayed to the consumer.

    No Rating works, in case you want to allocate a negative score to questions where a feedback is not provided.

    Use Case 1:

    • Sam the Application Designer configures 0 Score for No Rating. If an employee does not provide any rating then by default, 0 is assigned as a Score to that feedback. This is applicable when an average is calculated.

      Employee

      Rated? (Y/N)

      Rating

      Fredrick

      No

      0

      William

      Yes

      4

      Maxwell

      Yes

      4

      Adam

      No

      0

      Average

      (0+4+4+0) / 4 = 2

    Use Case 2:

    • Sam the Application Designer configures -1 Score for No Rating. If an employee does not provide any feedback then, -1 is  is assigned as a Score to that feedback. This effect takes while calculating the average.

      Employee

      Rated? (Y/N)

      Rating

      Fredrick

      No

      -1

      William

      Yes

      4

      Maxwell

      Yes

      4

      Adam

      No

      -1

      Average

      ((-1) + 4 + 4 + (-1)) / 4 = 1.5

    Field

    Description

    Add Rating Labels

    Enable this control view the labels for each rating. On enabling this control, an additional Rating Label field is enabled with auto populated values.

    Rating Label

    Rating Label is auto populated with values, however, this is editable. Based on the selected scale the number of Rating labels are displayed.
    Example:

    1 - Dissatisfied

    2 - Neutral

    3 - Satisfied

    Score

    Define the score or weightage for each Rating. By default, this is auto-populated with series of numbers to the respective Rating.

    Note

    The Scores cannot be edited with the duplicate values and should not be greater than the last score listed in the Rating control.

    Color

    Click on the color picker to change the color in HEX or RGB values.

    These controls allow users to express simple positive or negative feedback (thumbs up for good, thumbs down for bad).

    ITSM Application Use Case Scenario: A ticket resolution form could use thumbs up/thumbs down to assess whether the user is satisfied with the resolution of an issue.

    Example: "Was your issue resolved successfully?".

    Selecting Thumb Shape will enable you to select Scale between 2 - 3.

    Based on the selected Scale, configuration details are added to the General properties.

    Note

    Based on the selected Scale the following values is displayed.
    Example: If Scale is 2 then, two values are populated across the below table. Similarly, if Scale is 3 then three values are populated.

    How No Rating works and its Use Cases

    The row with No Rating is not displayed to the consumer.

    No Rating works, in case you want to allocate a negative score to questions where a feedback is not provided.

    Use Case 1:

    • Sam the Application Designer configures 0 Score for No Rating. If an employee does not provide any rating then by default, 0 is assigned as a Score to that feedback. This is applicable when an average is calculated.

      Employee

      Rated? (Y/N)

      Rating

      Fredrick

      No

      0

      William

      Yes

      4

      Maxwell

      Yes

      4

      Adam

      No

      0

      Average

      (0+4+4+0) / 4 = 2

    Use Case 2:

    • Sam the Application Designer configures -1 Score for No Rating. If an employee does not provide any feedback then, -1 is  is assigned as a Score to that feedback. This effect takes while calculating the average.

      Employee

      Rated? (Y/N)

      Rating

      Fredrick

      No

      -1

      William

      Yes

      4

      Maxwell

      Yes

      4

      Adam

      No

      -1

      Average

      ((-1) + 4 + 4 + (-1)) / 4 = 1.5

    Field

    Description

    Add Rating Labels

    Enable this control view the labels for each rating. On enabling this control, an additional Rating Label field is enabled with auto populated values.

    Rating Label

    Rating Label is auto populated with values, however, this is editable. Based on the selected scale the number of Rating labels are displayed.
    Example:

    1 - Dissatisfied

    2 - Neutral

    3 - Satisfied

    Score

    Define the score or weightage for each Rating. By default, this is auto-populated with series of numbers to the respective Rating.

    Note

    The Scores cannot be edited with the duplicate values and should not be greater than the last score listed in the Rating control.

    Re-order

    Re-order items using Hamburger icon across the Rating.

    The following figure describes the Scale and Rating Labels associated with the different Rating controls:

    • Star and Heart Rating Control

    • Smiley

    • Thumb

    Star and Heart Rating Control

    Smiley Rating Control

    Thumb Rating Control

    Informative

    This section provides more details to the Rating control such as Help Text and Tooltip.

    Figure: Informative

    Field

    Description

    Help Text

    Enter the details as an information to users. The entered text displays as below on the consumer form.

    Figure: Help Text on Consumer Form

    Enable Rich Text editor to enhance the Help Text. On enabling, the following field is displayed.

    Figure: Rich Text Editor

    Tool Tip

    Enter the details about the usage of Rating control. The text details entered in this field is displayed as below:

    Figure: Tool Tip on Consumer Form

    Appearance

    In the Appearance tab, you can further customize the look and feel of the rating control. This includes adjusting the size and color of the rating shapes to match your form’s design aesthetic, ensuring that the feedback mechanism is both functional and visually appealing. By configuring these settings, you create a tailored rating system that enhances user engagement and captures the necessary feedback effectively.

    Figure: Appearance

    Field

    Description

    Font Type

    The value Default System Font is pre-populated in the field. To change, select a new value from the dropdown list.

    This takes effect on the Title that is defined in the General properties.

    Font Color

    Select the Font Color from the color picker.

    Figure: Font Color

    On selecting the font color below is displayed.

    Figure: Consumer View

    Font Size

    Select the size of the font using the slider.

    Font Style

    Add style to your Rating Title using the following options:

    • Bold

    • Italic

    • Underline

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