Re: Feedback from new clients on the platform

Nestor V · ‎01-25-2021

I had some not so pleasant experiences with newcomers to Upwork. Basically, because of that now I am forced NOT to work with anybody without feedback. The scenario goes like this, you have been here for 6 or more years but if you happen to work for a new client (2 times) their impact on your JSS will cause you to lose the top rated status. I brought that to the attention of the helpdesk but wanted to probe what are my colleagues thinking about the issue.
In short if the new client leaves negative feedback that should not have the same weight as an established client. Imagine if they came here just for a trial and then your reputation is ruined. Do you agree?

Will L · ‎01-25-2021

Nestor,

I understand your frustration, but I don't think Upwork should give different weights to ratings from clients based on how long they have been using Upwork. Some real clowns hang around on Upwork for a long time; great clients are coming on board every day.

I wish Upwork provided much more information about each client's history, including what % of their projects they have cancelled, what % of their projects have ended up in mediation or arbitration, etc., etc.

But Upwork isn't going to do that, so I depend most heavily on my impressions during an initial phone call with a potential client and the quality of the information they provide me to decide whether or not to work with them. If I don't think a client really understands their own project, I don't want to work for them or expose my JSS to their ignorance.

Christine A · ‎01-25-2021

If you're top-rated, then you can use your feedback removal perk - that's what it's for (i.e. to help you deal with the occasional bad client).

Petra R · ‎01-25-2021

Nestor V wrote:
I had some not so pleasant experiences with newcomers to Upwork.

My experience is the opposite. I love working with new clients and I've never (in 10 years and over 300 contracts) had a poor experience with one. I do vet prospective clients very carefully though, new or old.

In my experience new clients are still enthusiastic and have not been made suspicious and worn down by poor previous hiring experiences.

Nestor V wrote:
The scenario goes like this, you have been here for 6 or more years but if you happen to work for a new client (2 times) their impact on your JSS will cause you to lose the top rated status.

The "6 years" is irrelevant (as the JSS is calculated on a maximum of two) - as is the "working with a new client" realistically. Two poor contract outcomes will have an impact on your JSS (whether with new or old clients) but if you have enough contracts in your calculation window and start with a reasonable JSS (high nineties), it's unlikely that you'll drop out of top rated, especially as top rated freelancers have the perk to remove one such outcome from the calculation. Last time I fired a client in July it only dropped my JSS to 99%.

Nestor V wrote:
In short if the new client leaves negative feedback that should not have the same weight as an established client. Imagine if they came here just for a trial and then your reputation is ruined. Do you agree?

No, actually I don't. This is again a situation where someone wants the platform to change a process based on their own very individual and specific experience which doesn't apply to everyone or even the majority.

That said, there used to be some scheme years ago where there were certain contracts with new clients which had a "get out of jail free" card, where the contract would not affect the JSS of a top-rated freelancer. That wasn't to protect freelancers from new clients, it was to help new clients get top rated freelancers, in the hope that they get a great first experience.

Christine A · ‎01-25-2021

Petra R wrote:

In my experience new clients are still enthusiastic and have not been made suspicious and worn down by poor previous hiring experiences.

That's been precisely my experience as well.