As you know we have launched our new ratings system. This is the first step in a much larger initiative to supercharge the trust and transparency of our system. We wanted to take you behind the scenes of the new ratings system to see how it works, where it’s going, and what the early indicators say.
It is important to understand our objective where ratings are concerned. Our objective is, as it has always been, to create and maintain the most transparent, high quality and trusted marketplace anywhere. We know that by doing so, more organizations will choose to use Field Nation to find the local expert service providers they need to get work done. Our data bears this out.
How the New Ratings Work?
Let’s take a moment to explain how the new ratings work.
The new star ratings are a completely new ratings system and they are neither tied to, nor derived from, the old ratings score. Rather, the new ratings are based on voluntary input from the buyer. Each star rating has “coaching text” that is displayed when the star is hovered over or selected.
1 star = “Serious issues such as not showing up”
2 stars = “Issues such as late or not following instructions”
3 stars = “Work was completed but could improve”
4 stars = “Good performance!”
5 stars = “Perfect performance! Went above and beyond“
Additionally, if 1, 2 or 3 stars are selected, the reviewer is required to enter a comment to further explain the rating and situation. Our ratings system also takes into account performance problems that are identified by the service buyer. Due to the seriousness of these events, they are each evaluated independently by our quality assurance team here at Field Nation. These events, in the rare case they happen, impact overall ratings, as they should.
The Results: Ratings Are Now a Good Reflection of Quality Work
Our initial data shows a very strong correlation between lateness, not following specific work order instructions, incomplete work, and a rating of 1-3 stars. But these, we are happy to report, are the very small exception rather than the rule.
The vast majority of ratings are the 4-5 star ratings which reflect the reality that you are the best of the best.
In fact, the comments are so good for the 4 and 5 star ratings that we thought we would share them with you now. The comments and keywords most associated with 4 star ratings center on the work and appreciation for a job well done. The service is delivered on time, with high quality, and no major issues.
When we look at the comments and keywords for 5 star ratings, one thing stands out: you are extraordinary! Not only is the work completed as expected, but you go above and beyond to deliver an amazing service experience to your customer – they notice!
There is a strong correlation between consistency, reliability, professionalism, and conduct in a way that pleases the end client, with a higher star rating. We want this to become the dominant trend. When you look at the ratings quantity bar chart above, you can see that, on Field Nation, this is the dominant trend. We couldn’t be happier!
Are Ratings Required?
At no time are ratings required to be entered and there is no default score. The default rating for a provider on an individual work order is no rating at all. Furthermore, not being rated does not count for or against the overall rating. This is why we display the number of rated projects a provider has completed next to his or her overall rating and why that number is often smaller (and will never be larger) than the total number of jobs completed on the system.
What Is Next for Ratings?
We mentioned at the beginning that the star ratings are part of a larger initiative. There are 3 key areas that will be coming soon and that we think you’ll love.
First, as you can see in Arnold’s screen grab above, we are collecting but not yet displaying three additional pieces of ratings data. These additional factors are:
- Following Instructions
- Submitting Deliverables
These simple “yes – no” ratings are based on feedback from the buyer. Because we have just started collecting this information, there is not enough data yet to display a meaningful rating to the marketplace. However, the early results will still be useful to the individuals; think of them as an opportunity to see in real-time how you’re doing. It will provide insight into the areas of your service that resonate with buyers, as well as a chance for you to work on weaknesses whilst expanding on your strengths.
We will keep collecting this feedback and will display the results only after we have reached a critical mass for the ratings to be a meaningful and a reasonable reflection of an individual’s performance.
What Should I Expect?
For Service Providers: in the coming weeks we will turn on the display of your complete “ratings scorecard” just for you. Your complete scorecard will be visible only to you and Field Nation staff. You’ll be able to see your percent on-time, percent followed instructions, percent fulfilled, and percent submitted deliverables for 90 days, 180 days, and all-time. This will give you a very clear view into your areas of strength and those ways in which you get work done that your clients really notice.
For Service Buyers: in the coming weeks we will turn on the display of your buyer’s “ratings scorecard” just for you to see. This scorecard reflects the ratings that you have received from the providers that have worked for you and includes your star rating, your time to approval rating, your respect for the provider rating, and scope clarity rating. During this time, your complete scorecard will be visible only to you and Field Nation staff and can be reviewed and reflected upon at your discretion. Just like the scorecard that has been publicly viewable on each service provider’s profile, your scorecard will soon be made public to give service providers a clear view into your areas of strength and the ways you get work done.
What is the Goal of Star Ratings?
Quality and trust in the marketplace is extremely important in order for us to continue to bring the most desirable buyers, as well as the highest quality, most satisfying work to the platform. Every day we promote the fact that we have the best providers and the highest quality deliverables of any platform – that is because the evidence of ratings and the transparency of the system prove this.
Finally, we have every confidence that this new ratings system is accurate, more complete, and a better reflection of work history and performance. When new buyers are coming onto the system, they must have the confidence that the providers with whom they engage are up to the task and able to deliver extraordinary results. Over time, the ratings will identify the “Pizza Petes” who may be hiding amongst the experts and professionals we desire and rely upon. The top professionals will continue to maintain 4-5 star ratings, while the poorly performing techs will drop off. The best way to maintain high ratings and avoid poor ratings is to do what you agree to and exceed expectations.
Field Nation aims for extraordinary. The new ratings system will reveal the extraordinary within you and bring in more consistent, high quality, and high demand work. We know that the change-over has been a big shift for many of you. Thank you for your continued patience and amazing work. Keep it up!