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New Feature Mid-Job Feedback

lenaellis
Community Member

We are releasing a new feature that introduces mid-job feedback into contracts. Clients will soon be able to leave public feedback for freelancers while a contract is ongoing. This feedback helps freelancers share the progress of a job and have it reflected in their work history before a contract has ended. 

 

Why we made this change:

Gathering feedback on a contract only when the contract ends leads to a delay in gathering feedback on longer-term contracts. We hear from our customers that contracts are being closed for the sole purpose of providing feedback. Freelancers want feedback reflected in their work history and request clients to end contracts to provide feedback. This desire for feedback has led to unnecessary closure of contracts, and we would like to address the issue by facilitating optional public feedback throughout the contract (rather than only at the end of the contract). We also believe that multiple public feedback touchpoints will better communicate the progress of long-term ongoing contracts and reduce the number of contracts that close with no public feedback. We're also considering how we can incorporate mid-contract feedback into Job Success Scores (JSS), but for now, this feedback will not factor into your JSS.



How it works:

Public feedback (not private feedback) will be able to be provided from the client to the freelancer without ending a contract. Assuming the eligibility criteria noted below are met, a client will proactively be able to provide this feedback, OR a freelancer will be able to request feedback from the client. When a freelancer requests feedback, clients will have 14 days to provide the feedback. 

If feedback is not provided within this timeframe, the request expires, and a freelancer can submit another request assuming the eligibility criteria continue to be met. (We’re gradually rolling feedback requests out to freelancers. All clients will have the option to leave mid-job feedback, but only select freelancers will see the request feedback button at this time.)

 

Eligibility Criteria: Feedback can be requested by the freelancer or provided by the client if the following criteria are met:


  • 30 days have passed since the start of the contract 
  • There was a payment on the contract in the previous 30 days
  • Feedback has not been provided in the past  30 days (using the date that the feedback was last provided, not the date that the feedback was requested)




Here are details about the new experience from both freelancer and client views. Only public feedback is gathered from the client as part of this mid-contract feedback flow. When feedback is provided, it will be shown in a freelancer’s work history. There are no impacts to JSS since mid-job feedback does not impact JSS.

 

NEW FEEDBACK TAB:

All feedback provided on a given contract (mid-contract and end-of-contract feedback) will be shown in a new Feedback tab of the Contract Room for both clients and freelancers.


Mid Job 1.png


Feedback will also be displayed in freelancers’ work history under the active contract.


Mid Job 3.png

 

The new flow is detailed below

Freelancer View (currently only select freelancers): If eligibility criteria are met, freelancers have a “Request Feedback” option in the new Feedback tab of the Contract Room.


Mid Job 5.png

Client View: Clicking “Request Feedback” triggers an email and Dash message to the client with a request for feedback. 


Mid Job 4.png


Client View: Clients fill out this form to provide mid-contract feedback. The form includes only public feedback and not private feedback.


Mid Job 6.png

Client View: Alternatively, when eligibility criteria is met, clients can choose to proactively provide feedback by clicking the “Give Feedback” button in the Feedback tab or in the overflow menu of the Contract Room. Clicking this 


Mid Job 7.png









 

75 Comments
petra_r
Community Member

Considering that most clients never click on "Jobs in Progress", all that mid-feedback won't be seen often by anyone anyway. Clients land on the main page and see the lost of completed jobs.

 

IN PROGRESS.png

iaabraham
Community Member

Echoing the concerns that others have already mentioned. Lena, there's one part of your post that I'm confused about:

 

"Here are details about the new experience from both freelancer and client views. Only public feedback is gathered from the client as part of this mid-contract feedback flow. When feedback is provided, it will be shown in a freelancer’s work history. There are no impacts to JSS since public feedback does not impact JSS."

 

Please clarify: you're referring to mid-contract feedback specifically, right? In general, public feedback left when ending a contract does impact JSS, correct? (I hope?!)

lenaellis
Community Member
Hi Isabelle Anne. Yes I’m referring specifically to mid job feedback not affecting the score. I’ll update the post to make that clear.
tomzilla1
Community Member

I don't see the point of this feature. But sure opens up the possibility of abusing as others have mentioned.

richard_wein
Community Member

The number of these new schemes seems to have gone up during the pandemic. I can't help feeling that there are some Upwork executives stuck at home with too much spare time on their hands. 

pedroed
Community Member

Hello dear community,

 

So recently Upwork added this great new feature:

 

screenshot-www.upwork.com-2020.08.17-21_01_33.png

 

I want to express my satisfaction about this great step, thank you Upwork team for this improvement, it will really help us with our Job Sucess Score.  Last month i have posted in community a complaint about some unresponsive clients who don't bother to close contract and leave feedback for freelancers which affect our Job Score negatively even if we did a good job and the client is happy about the work, personally my Job Sucess Score dropped a lot in the past 3 months because of this issue. Now i think there is a big chance to get them to leave a feedback that will reflect our "REAL" Job Sucess Score.

 

Thank you UPWORK Heart

lucioric
Community Member

I see other drawback. There are clients that want jobs with milestones for $50 but that it ends up lasting 4 days. then, if they catch you in a bad day, they could punish you with feedback.

pedroed
Community Member
Wait wait wait... I was happy when i saw this important improvement, but why it will not be calculated into our JSS??? what's the point of this change then? Are the Developers team lazy to make this easy change in JSS algorithm?Upwork please help us, count the overall rating in JSS and when overall rating of a contract changes after 2nd or 3rd feedback of same client then update it in JSS too, easy algorithm to make by your Dev team.
pedroed
Community Member

Also i wish we remove this "hypocrite" thing called private feedback, why you guys encourage human beings to lie and be hypocrite? You make clients smile in our face with public feedbacks and kill us in our backs with private feedback. If someone didn't like a freelancer then why not express it in public feedback so this way a freelancer avoid to work again for them, and same thing for a client.

**Edited for Community Guidelines**

Is this how you are changing the world Upwork, encouraging hypocrisie? God bless you with these decisions.

JoanneP
Moderator

Hi Bradr,

 

With mid-contract feedback, we want to provide the opportunity to share feedback without having to end a contract. We hope this helps communicate the progress of long-term ongoing contracts. We're also considering how mid-contract feedback can be incorporated into Job Success Scores, but for now, this feedback will not factor into your JSS.