Skip to main content

​
Rating and NPS System

​
Overview

After every job completes on Fiftyknots, you rate your expert’s performance and they rate your collaboration - creating a two-way accountability system that keeps quality high. These ratings power our matchmaking algorithm to connect you with better experts over time, while our Net Promoter Score tracking helps us measure and improve the platform experience. The system protects both parties through simultaneous, anonymous submissions that prevent retaliation.

​
Step-by-Step Guide

Rating an Expert After Job Completion
  1. When your job is marked complete, you’ll receive a prompt to rate the expert’s performance
  2. On the rating form, evaluate the expert across four dimensions using 5-star scales:
    • Quality of work delivered
    • Communication throughout the project
    • Timeliness of deliverables
    • Overall professionalism
  3. Add optional written feedback to explain your ratings (this helps the expert improve)
  4. Submit your ratings - they remain hidden until both parties have rated or 7 days pass
  5. After submitting performance ratings, you’ll see the NPS question: “How likely are you to recommend Fiftyknots to a colleague or friend?” (0-10 scale)
  6. Select your score and, if you rate 0-6, answer the follow-up question about what we could improve
  7. View the expert’s aggregated rating scores on their profile (individual ratings remain anonymous)
Experts Follow the Same Process Experts rate you on clarity of requirements, responsiveness, professionalism, and payment timeliness. Their ratings update your collaboration score, which experts can see before accepting future jobs with you.

​
Common Questions

What happens if I don’t submit ratings within the 7-day window? You’ll receive reminder notifications at 48 hours after job completion. If you don’t respond within 7 days, the rating window closes and the job completes without your ratings being recorded. Your non-response rate is tracked internally but doesn’t affect your collaboration score. Can the expert see my individual ratings before they rate me? No. The system collects both ratings simultaneously and keeps them hidden until both parties submit or the 7-day window expires. This prevents retaliation based on knowing the other person’s rating first. What if I think the expert’s rating of me is unfair? Ratings are final and cannot be changed once submitted. You can respond with a public rebuttal visible alongside the rating on your profile. Extreme cases involving abusive or fraudulent ratings can be escalated to moderators for review. How do ratings affect matchmaking? Experts with higher average ratings receive higher match scores when our algorithm pairs them with your jobs. If your collaboration score drops below 3.5, experts will see a warning about your history before accepting jobs from you. What’s the difference between Detractor, Passive, and Promoter in NPS? Scores 0-6 make you a Detractor (unhappy user), 7-8 a Passive (satisfied but not enthusiastic), and 9-10 a Promoter (would actively recommend us). We calculate overall platform health by subtracting the percentage of Detractors from the percentage of Promoters.

​
Troubleshooting

My written feedback contains profanity but I want to be honest about poor performance The system automatically filters offensive language from written feedback. Express your concerns professionally - specific, constructive criticism carries more weight than profanity. If legitimate feedback gets filtered incorrectly, contact support to review. I’m a new expert with only 1-2 ratings and they’re dragging down my match score Your rating count displays prominently on your profile. Until you reach 5+ completed jobs, the matchmaking algorithm uses the platform average as your baseline to avoid penalizing new experts. Focus on delivering quality work to build your reputation. The expert rated me poorly even though I paid on time and provided clear requirements If you believe a rating is retaliatory or fraudulent, flag it for moderator review. The system monitors for suspicious patterns like all 1-star ratings or spam text. Moderators can investigate disputes, but they rarely overturn ratings unless clear evidence of abuse exists. My collaboration score dropped below 3.5 - what happens now? You’re flagged for behavioral review. Experts will see a warning about your collaboration history before accepting jobs. This doesn’t prevent you from posting jobs, but you may see fewer applications. Improve your scores by being responsive, providing clear requirements, and paying on time. Expert Dashboard - View your aggregated ratings, rating trends over your last 10 jobs, and category breakdowns for quality, communication, timeliness, and professionalism. Track how your performance metrics improve over time. Job Board and Matchmaking - Expert ratings directly influence which experts our algorithm matches to your jobs. Higher-rated experts appear first in search results and receive priority in automated matching. Dispute Resolution System - If a job goes badly and ratings become contentious, you can initiate a formal dispute. The system captures rating data and collaboration history as evidence during adjudication.