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Client rating system

My client said there was a "bug" and Upwork would only let him give me 1 star when he wanted to give me 5. What do I do?

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petra_r
Member


@Carole S wrote:

. What do I do?


 Go to the contract and click on "Enable the client to change feedback" and then tell the client to go to the contract at his end, ON A COMPUTER, not a phone or tablet, and click on the edit feedback link which will have appeared. He will then be able to change the feedback.

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23 REPLIES 23
jmlaidlaw
Member

What should you do? Call "bull*#*%" on the client.

Why would he give me a lower star rating than he intended? In his review he wrote "excellent. creative. would work with again."

You can enable him to change his feedback.  Maybe he misunderstood the rating system and thought that "1" was high/good and "5" was low/poor, and he just doesn't want to admit that he misunderstood, so he's blaming "a bug."

petra_r
Member


@Carole S wrote:

. What do I do?


 Go to the contract and click on "Enable the client to change feedback" and then tell the client to go to the contract at his end, ON A COMPUTER, not a phone or tablet, and click on the edit feedback link which will have appeared. He will then be able to change the feedback.

Done! Thank you!

Please Help!

 

I complete a job with a 100% rating and after that, I again send a proposal to the current client he accepted and give me a new job and again a new contact started. I have completed that job with 5-star rating and with the best review. Now one client gives me two jobs and two reviews. But one of his reviews is showing publicly and the second one is not showing in my profile.

 

I hope it makes sense.

 

Thanks

Hi Muhammad,

 

I just manually generated your profile, please check if your feedback is showing now?

 

Thank you.

~ Aleksandar
Upwork

No Sir,

 

I did not get my last review publicly See attach and this link, please.

 

My last review : **Edited for Community Guidelines**

see my profile reviews publicly with the attached file.

 

Thanks

 

**Edited for Community Guidelines**

Hi Muhammad,

 

Please note that if the original job posting was posted by the client as visible to Upwork users only, it will not show in the visitor (logged out) version of the profile. This is working as designed.

 

Thank you.

~ Aleksandar
Upwork

You mean, if a freelancer sends a new (second) proposal to the client (does not post a job again for a bid) after completing his first job successfully, the next review given by the client to the second job will not show in profile without login?

Am I right

nkocendova
Member

Hi Carole,

As others have mentioned, you are able to enable the client to change his feedback.

You can also suggest to the client to contact us so that we can look into the issue they were having with regard to feedback, as currently we are not aware of any bugs affecting how many stars can be given.

 

~Nina

Thanks, Nina. I think he just submitted the feedback too early and couldn't figure out how to change it back and blamed a "bug." It's REALLY not a big deal. This client has been nothing but honest and honorable with me. And he brought the issue to my attention right away. I just want to make sure I get my 5 stars, baby!

Bear in mind that if your client also accidentally gave you low private feedback, they can't change that. So it's possible that when you get your JSS it will be lower than you'd otherwise expect.

the whole concept "private" feedback boggles my mind. i can't imagine why anyone ever thought that was a good idea.

I don't have a problem with Upwork wanting private feedback from clients, considering that many freelancers would likely harass clients who give them low ratings.

 

However, I don't think Upwork should allow completely different private and public feedback, with the private feedback counting more toward the freelancer's JSS than public feedback doesn. That says tat Upwork doesn't put much stock in clients' public feedback, so there is no reason for freelancers or other clients to either.

 

There is no perfect solution, but, as a freelancer, I'd like Upwork to tell me a potential client's average public and private feedback for previous freelancers they've worked with, so I can see upfront whether a client is consistent in applying both types of feedback. (Hey, I know it won't happen, but a guy can dream of a better world, right?)

Of course, Upwork could make the whole feedback system more relevant, more accurate and less contentious if a 3-star rating were accepted as average and a 5-star rating was something out of the ordinary.

 

As it is, freelancers chase 5-star ratings on every project they work on and at least some clients (especially the newer ones?) think there is nothing wrong with leaving a less-than-perfect rating for satisfactory performance by a freelancer. 


Will L wrote: At least some clients (especially the newer ones?) think there is nothing wrong with leaving a less-than-perfect rating for satisfactory performance by a freelancer. 

Yes, but isn't that how it should be? "satisfactory" (the client got their stuff done, more or less in time and "nothing was broken and nobody died" is sort of average.  Not Good, not GREAT (4 stars, 5 stars?) -

 

In Dressage, we have a 1 to 10 scale - where "satisfactory" is a 6

Thing is, "satisfactory" does not win prizes, in Dressage or on  Upwork. "Satisfactory" is "OK but not really good enough!"

 

10

Excellent

9

Very Good

8

Good

7

Fairly Good

6

Satisfactory

5

Sufficient

4

Insufficient

3

Fairly Bad

2

Bad

1

Very Bad

There are many rating systems in the world, Petra, but I don't know why you'd compare dressage scoring with Upwork's freelancer rating system.

 

Upwork clients don't award ribbons; they pay for a job done. Some jobs can be done well or extraordinarily well, others just need to be done to a certain "average" standard. 

 

If the dressage community required all competitors in each competition to have scored an average 9 or 10 in all previous competitions, we'd soon see a lot fewer dressage competitors and compeitions.

 

As far as I know from my sister's and niece's involvement in dressage, a horse owner who consistently only gets scores below 9 and 10 in dressage competitions might or might not continue spending the time and effort to continue competing. It's a hobby for them and not a matter of economics for at least some competitors.

 

However, most employees don't consider their jobs and projects a hobby. But it's enough for them that they can keep their jobs by doing an adequate/average job, which their employers are usually also satisfied with.

 

However, if, like Upwork, all employers required all their employees must get an annual review in the Top 10% (90 or above), there would be no companies who could stay in business with so much employee turnover.

 

The JSS's emphasis on above 90 scores as the minimal acceptable - the minimum level at which clients should consider freelancers as a default choice - is neither reasonable nor useful. But maybe that's not its goal?


Will L wrote:

 

As far as I know from my sister's and niece's involvement in dressage, a horse owner who consistently only gets scores below 9 and 10 in dressage competitions might or might not continue spending the time and effort to continue competing.


Huh? Considering that nobody in the world "consistently gets scores between 9 and 10" in Dressage (most competitions up to world class level are won on scores between 6.8 and ๐Ÿ˜Ž that is unrealistic.

 


Will L wrote:

 

However, if, like Upwork, all employers required all their employees must get an annual review in the Top 10% (90 or above), there would be no companies who could stay in business with so much employee turnover.


That is just nonsense. Where do you get the notion from that Upwork "requires" everyone to be in the top 10% ? That makes no sense at all.

 

For starters that would be mathematically impossible. Only 10% can be in the top 10% (obviously.)

Secondly the JSS is not meant to express "top x% of freelancers" but what percentage of the freelancer's job resulted in a great (not "fine" or "ok" or "satisfactory") outcome.

 

"Satisfactory" in any rating system is not top notch. It's average, not great, nothing to write home about.

 


And, of course, Petra, maybe the most important difference between dressage scoring and the Upwork JSS is that in dressage the competitors have a general understanding of how their performance will be scored on specific elements of their performance. It is my experience dressage competitors have at least some idea of what areas they did and didn't do well on when they see their scores, even if they don't see specific scores from specific judges. There are no secret factors in this scoring system.

 

By contrast, the JSS is a blackbox algorithm whose exact elements no freelancer nor anyone who posts on this board knows.

 

I don't see the comparability between the two systems that you apparently see.


Will L wrote:

And, of course, Petra, maybe the most important difference between dressage scoring and the Upwork JSS ....


I think you are missing my point.

You were lamenting that some clients think a 3 for "satisfactory" work is OK. I was saying that if something was just "satisfactory" then yeah, a 3 or so is not unfair.

 

Thing is, Satisfactory is not good or great, it is "nothing went too badly wrong" so yeah, that's a 3ish or a 6 out of 10 or thereabouts.

 


Wayne G wrote:

the whole concept "private" feedback boggles my mind. i can't imagine why anyone ever thought that was a good idea.


I understand it. Years ago I was with Elance very briefly and even during my short time there, I could tell that clients were harrassed by freelancers if they didn't give the perfect feedback.

 

Clients want a job done and then gone (unless it's an ongoing project). I mean would you want to go to Walmart, get that "fill out our survey" thing on your slip, go home and fill it out and then have the Walmart employee repeatedly call you demanding why you rated her the way she did? Would you ever set foot in Walmart again? (Not that it's fun to set foot into Walmart at all, I don't know why I chose that example, but let's leave that aside.)

 

I'm not kissing up to UW or anything, it has its faults, but I do see the logic in private feedback. 

if a freelancer in ANY way harrassed a client after a less than favorable review, they should be immediately and permanantly kicked off the platform.

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