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Questions/FAQs |
How is a service provider's feedback rating calculated?
Elance shows both individual project feedback scores as well as the overall % Positive, % Neutral and % Negative feedback that the provider has received in a particular category.
Individual project score
Buyers will rate each project (from 1 through 5) for a provider on the following criteria: Quality of work, Responsiveness, Professionalism, Subject matter expertise, Adherence to schedule and Adherence to cost. Each of these areas will be weighted differently to arrive at a summary feedback score for a project ranging from 0.0 to 5.0. Quality of work is considered to be most important and therefore will be counted more heavily.
The weights of each criteria are as follows:
Quality of work - accounts for 30% of overall project score
Responsiveness - 20%
Professionalism - 15%
Subject matter expertise - 15%
Adherence to schedule - 10%
Adherence to cost - 10%
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Example: |
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| Relative Weight | Project A | Project B | Project C | |
| Quality of work | 30% | 5.0 | 5.0 | 3.0 |
| Responsiveness | 20% | 5.0 | 5.0 | 3.0 |
| Professionalism | 15% | 5.0 | 3.0 | 4.0 |
| Subject matter expertise | 15% | 5.0 | 3.0 | 3.0 |
| Adherence to cost | 10% | 2.5 | 2.0 | 2.0 |
| Adherence to schedule | 10% | 3.0 | 4.0 | 2.0 |
| Project Scores | 4.6(1) | 4.0 | 3.0 |
(1) Formula for calculating summary project score:
Project A = (5.0*30%)+(5.0*20%)+(5.0*15%)+(5.0*15%)+(2.5*10%)+(3.0*10%) = 4.6
Overall positive % feedback score
Elance will then show the total percentage of Positive, Neutral and Negative feedback for a provider based on all of the feedbacks that the provider has received.
A positive score is considered to be any individual project score between 4.0 through 5.0.
A neutral score is considered to be any individual project score between 3.0 through 3.99.
A negative score is considered to be any individual project score between 0.0 through 2.99.
| Example: | ||
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Project |
Positive/Neutral/Negative | |
| Project A | 4.6 | Positive |
| Project B | 4.0 | Positive |
| Project C | 3.0 | Neutral |
| Project D | 5.0 | Positive |
| Project E | 1.0 | Negative |
| Project F | 2.5 | Negative |
| Project G | 5.0 | Positive |
Positive Percentage calculation = 4 positive / 7 total projects = 57% Positive. Neutral Percentage calculation = 1 neutral / 7 total projects = 14% Neutral. Negative Percentage calculation = 2 negative / 7 total projects = 29% Negative. Does the value of the project impact feedback score? Yes, feedback weighted by project value influences the placement of the provider in the search results. This feedback score is calculated from a dollar weighted average of feedback from all projects. Therefore, the dollar value of each project determines the overall contribution of each feedback rating (for example: (4.6 * $1500) + (4.0 * $500) + (3.0 * $250) = 4.3). If several providers match a search being conducted, the feedback ranking helps to determine where the profile shows on search results. Providers with best overall "reputation" (number of projects, feedback, earnings, verified credentials, etc.) will be prioritized in search results.
