vWorker - Feedback System
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Project Feedback Process
Both clients and contractors are allowed to leave feedback as soon as a project has officially ended, which is marked by the release of funds from escrow by the client. vWorker has a 14-day feedback window, and uses a double blind system in order to prevent retaliatory feedback. If only one party has left feedback, it is hidden from view until the other party also writes a review, to encourage honesty instead of “tit for tat” ratings. If only one party has entered feedback by the end of the 14-day period, that feedback is made public and the second party loses the right to enter any.
vWorker’s feedback consists of a 1 to 10 numeric rating and an accompanying text comment. vWorker tries to provide guidance to clients and contractors about how they should choose a numeric rating, through not just the usual summaries (“average”, “above average”, etc.) but charts that relate increasing levels of performance in various areas to numeric scores. It’s hard to describe these in words, so I’ve taken screenshots of the two matrixes for you to review. Figure 13 shows the guidelines that vWorker provides for clients rating contractors, and Figure 14 the ones for contractors reviewing clients.
Note the seemingly strange “-3” score. This is reserved for egregious cases involving arbitration, where a client either exhibited poor conduct, or a contractor wasted an arbitrator’s time by forcing a test of deliverables that he or she should have known would fail testing. Only an arbitrator can assign that negative rating.
vWorker does not allow clients or contractors to respond to ratings, which I think is unfortunate: I believe it is good to hear both sides in the case of a poor review. The company also has no mechanisms for hiding or removing feedback, but I think that—as you may have read elsewhere in this Guide—is good.
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