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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
arslanali800
Community Member

Hi,

 

I've recently completed one contract, and the client left feedback. However, the client feedback is visible even though I had not been promoted to give the client feedback. There is two 5-star feedback shown on the same contract, and still, the job shows up in the progress tab. Though it is fine, I wonder why I see two pieces of feedback on the same contract?

 

Arslan Ali

AleksandarD
Community Manager

Hi Arslan,

 

I checked and it seems that the client left the Mid-Job feedback and that the contract is still not closed, which is why you are seeing it in the 'In Progress' tab. I also merged your post in the announcement thread where you can find more information about this feature.

 

Thank you.

arslanali800
Community Member

Hi Aleksandar,

Thanks for your repsonse. I do have one more query. Since the client already left Mid-Job feedback so now if I will close the contract by myself and client don't left another feedback will it be counted as positive outcome towards my JSS?

 

I am looking forward to hearing from you soon.

 

Arslan

AleksandarD
Community Manager

Hi Arslan,

 

The Mid-Job Feedback has no impacts to your Job Success ScoreYour client still has the option to leave feedback when a contract ends and that feedback will be factored into your JSS.

 

Thank you.

agroden
Community Member

Can a client give feedback to a job in progress?

petra_r
Community Member

Adam G wrote:

Can a client give feedback to a job in progress?


Yes, as long as money was paid and the contract has been open for 30 days and there has been payment in the last 30 days. However, that feedback is not meaningful, it does not count towards your metrics or your JSS. It also only shows in your "jobs in progress" tab.

sjinq8
Community Member

How long is this "test group" thing going to last for? Seems to be taking forever for it to get rolled out fully to everyone.

kochubei_valeria
Community Member

Hi Simon,

 

We frequently conduct testing with a group of users when trying out new features. Some tests last just a few days but some may need weeks to be concluded. Mid-job feedback is still being tested. While we can’t provide more information about this test or it's duration, we do appreciate your question and feedback. 

schwabe
Community Member

Hello,

the feedback function to get feedback from clients worked just fine. Recently, I have noticed that I cannot request ANY feedback. It seems to me that I have to wait 30 days and after the 30 days there is a message that says that there have not been any payments in the last 30 days.

However, I have different contracts and have been active on upwork more than the last 30 days now and I could not request even 1 feedback, as far as I can remember.

Could it be broken?!

RS

AndreaG
Moderator

Hi Robin,

 

I checked one of your active contracts and was able to see the Request Feedback button is available. Could you please confirm if you're seeing any errors when trying to request feedback? If so, please share a screenshot so we could check.

 

Thanks!