The question
What a customer picks when they rate a job below 4 stars: quality, partial completion, no work done, or property damage. And the habits that keep a job from drawing a low rating.
How it works
After you complete a job, the customer has 5 days to leave a 1–5 star rating. One review per job. A rating under 4 stars doesn't come with a comment. If the customer asked for a fix, what they wrote is under Additional comments: on that request in Customer Requests.
When a customer rates a mow, a pool cleaning, or an instant-quote job below 4 stars, they pick what went wrong: quality, partial completion, no work done, or property damage. For quality, the customer picks one reason, and if it becomes a fix you'll see it under Important notes: on the job. On a pool cleaning, they describe it in their own words instead.
Your rating is on Performance in the menu, under Average of ratings on the Statistics card, or Rating score if you're new. Those ratings feed your performance metrics, and your tier is set by your lowest metric across average rating, completion rate, and cancellation rate.
The most common miss is completing a job before it's actually finished. A skipped backyard or missed edging is how a job ends up rated below 4.
What you need to know
- Your review is the customer's 1–5 star rating, left within 5 days of a completed job. A rating under 4 stars has no comment.
- What the customer picks. Below 4 stars on a mow, a pool cleaning, or an instant-quote job, they pick one of four problems. Quality carries six reasons, except on a pool cleaning, where they describe it in their own words.
- Performance (in the app): in the menu, under Average of ratings on the Statistics card, or Rating score if you're new.
What you control
A low rating is feedback on one visit, not a permanent mark. What the customer picks tells you what to fix.
Quality. The customer picks one reason, and each has a habit:
- Uneven grass cutting. Mow the whole yard evenly.
- Missed spots. Walk the full yard, front, back, and sides, before you complete the job.
- Edging quality. Edge and trim along walkways, driveways, and beds every mow.
- Debris cleanup/blowing. Blow grass clippings off driveways, walkways, and patios. Only clippings on hard surfaces are required. Leaves and other yard debris aren't part of the scope.
- Grass left too long. Mow at the height in the customer's instructions.
- Other quality concerns. Anything else the customer names.
Scalping means the cut was too low, so raise your deck on that yard from the next visit. If the customer set a height in their instructions for the job, mow at that height.
Partial completion and no work done. Do everything the job calls for. If you can't reach part of the property, report it before you complete the job.
Property damage. Take care with the customer's property and belongings, and close any gates you opened.
The finish checklist. Run it before you complete any job:
- Do everything the job calls for, done the way the customer's instructions ask.
- If you can't reach part of the property, report it: tap More options on the checklist, then Property obstruction or access issue.
- Walk around the property before you leave.
- Close any gates you opened.
- Complete the job once everything above is done.
On a mow, that also means: mow the full yard (front, back, and sides), edge and trim around walkways, driveways, and beds, and blow grass clippings off every hard surface.
What to watch. The number to watch is your own average on Performance. Finishing every part of the job, every visit, is what moves it.
If something goes wrong
A low review you think is unfair. You can't remove a customer's review, but one low rating won't sink you if the rest are solid. Focus on keeping the next ones clean. If it involves a billing or dispute issue, contact Pro Support.
The customer marked you down for something you couldn't finish. If access was blocked, report it before you complete the job: tap More options on the checklist, then Property obstruction or access issue. If you already completed the job, it has no report for that part of the property, and one can't be added now that the job is complete. A low rating like this usually comes with a dispute, so check Customer Requests for a fix request. Accepting one gives you the chance to finish the part you missed. If you have messages with the customer about it (a locked gate, for example), contact Pro Support in the app with the job date and those messages.
The same kind of low rating again and again. Look at the reason the customer picked (for quality, it shows under Important notes: on the job if it becomes a fix) and use the matching habit above. Fixing the one repeat habit is the fastest way to turn your ratings around.
Your tier dropped after a bad review. Tier is set by your lowest metric, so bring that metric up with consistent, complete jobs and it recovers. See Understanding & improving your tier.
Your outcome
Consistent finishes keep your ratings up. Finishing every part of the job, the way the customer's instructions ask, is the easiest lever you have on your standing. A run of clean, complete jobs is what moves your average. One low rating is feedback on a single visit.
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