If Rating Below 5 Stars, Text-Prompt Client to Explain Why (As part of Review)
As the title says, I would sincerely appreciate if, in the near future, clients who rate a Talent's submission lower than 5/5 Stars could be prompted with a text box (required fill-out) asking them to explain what about their audio/service they were not satisfied with.
I have now had 3-4 different clients who showed no signs of disliking the work I submitted, left a wholly-positive review...and then rated the project 4 out of 5 stars. Each time, I have asked VB to try and find out what I could have done to better meet their needs, and each time the client fails to respond at all.
Here are examples of said positive reviews, all of which were given 4/5 stars:
"Wonderful voice. Thanks"
"Fast and accurate! thanks"
"Many thanks for the recording and the amazingly quick response :-)"
"We loved the work. It was just what we needed."
As a talent who is ALWAYS seeking to improve themselves and provide the best possible service to Voicebunny's clients, this kind of thing is very unfair to people like us. If the client truly did find something about my work that they didn't like, it is super important for me to know where I fell short so that I can improve and do better next time (being given no info leaves me with no idea what I did wrong). If, instead, clients like these are simply rating below 5/5 stars because they don't "believe in perfect scores" - which has been known to happen in all kinds of industries - that's extremely unfair to Talent who did nothing wrong, especially when the client can simply avoid any requests to justify their rating.
I am positive Voicebunny already does a similar thing for their internal staff, where they ask for the clients to rate their experience; you also already do it for each of your Support Tickets, where you ask us to explain why we felt a Service Ticket was "Bad" if we select that response.
For clients who are legitimately concerned about work they received, the text-prompt provides an efficient way for them to leave feedback and voice concerns to VB staff/talent without giving away their private info and/or risking retaliation. For clients who DON'T have concerns but are just trying to give undeserved ratings, this addition would help deter them from leaving anonymous, risk-free lower ratings just because they can.
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We always give clients the opportunity to comment on their rating or provide feedback. We do not have a way to force them to type something in that box. They will simply close the window.
That page looks something like this:
Please rate the work of the voice actor (this is optional, but they appreciate the feedback!):
[1-5 stars]
Please leave a review for the voice actor (again, this is optional, but they would really like to hear what you thought!):
[ text area with three rows by default ]
Can we add this voice over to the public portfolio of the voice actor?
( ) Yes
( ) No
We could update that wording a bit as you suggested so the client feels compelled to help you improve. What do you think? We do not want to make that page too wordy or else the client will just close it. We find that when people see a big wall of text on a web page, they tend to leave rather than read. Thanks for your feedback!
I forgot to include this in the original post, but because our feedback and ratings directly impact our stats and/or project Reward offers, this sort of issue is extremely relevant to the reputation and income of veteran users.
Hi Tara,
Honestly, any sort of wording at all - to remind them that they are allowed to voice/state what they felt fell short of their expectations - would be extremely helpful. It is really frustrating to be told you are doing a perfect job and then have your official ranking say otherwise, with NO info as to what you did wrong. If clients are doing it out of malice then there is little we can do (which is saddening), but if there is any way to reduce the # of times it happens with 'normal' clients then I would happily take that.