The question
Where to see your rating, what moves it, and what Pro Support can tell you.
How it works
Customers have 5 days after a job to rate it 1 to 5 stars. One review per job. On a mow, a pool cleaning, or an instant-quote job, a rating below 4 makes the customer pick what went wrong: quality, partial completion, no work done, or property damage. The first three open a dispute (on an instant quote, whether a credit is offered depends on your tier). One exception: a 3 for quality or partial completion on a mow offers no credit. A 4 or 5 skips all of that.
Every review is shared with you. Your rating is one of the numbers on your Performance screen. Steady 4 and 5 star ratings bring it back up.
What you need to know
- Performance shows Average of ratings on the Statistics card (Rating score if you're new). It covers the current four quarters, not your whole history, and it doesn't show individual reviews.
- To read a customer's review, open Customer Search from the menu, find the customer, and tap [Name]'s Recent Reviews. That opens [Name]'s Reviews. The app shows Positive Review for 5 stars, Neutral Review for 4, and Negative Review for 3 stars or below. A rating under 4 stars doesn't come with a comment.
- A per-review email arrives for each reviewed job with the star count, and with the customer's comment when the rating is 4 or 5 stars. A weekly roundup email summarizes the week.
- The first time one of your jobs is rated 5, a card appears on your dashboard at the start of the next day.
What you control
- Quality. Mow all serviceable areas evenly with no missed strips. Trim, edge, and blow off hard surfaces where they apply. Read the customer's instructions before you start, and walk the property before you leave.
- Reliability. Finish inside the service window where you can, avoid unnecessary reschedules, and only claim jobs you can complete.
- The property. Don't cause damage or move the customer's belongings. Close and latch every gate. Don't bring uninvited people or pets, and don't leave anyone waiting in a vehicle.
- Professionalism. Stay polite when a customer is frustrated. If something can't be resolved on site, contact Pro Support.
- Consistency. Follow the job notes every visit, so the customer gets the same result each time.
Photos don't move your rating. Customers can't see your completion photos. They still protect your payout in a dispute.
A longer review earns you a bonus. When a customer writes a review of 250 characters or more, we add $1 to your payout. We fund it, so the customer isn't charged.
After a low rating: within your first five ratings, a 1-star rating brings a warning, and two 1-star ratings in a row close the account. After that, a rating of 3 or below on a recurring mow can prompt the customer to be offered a different Pro (the cutoff is a per-market setting, and 3 is the default). Nothing changes unless they accept.
- Read the per-review email for that job. A rating under 4 stars has no comment. If the customer asked for a fix, what they wrote is under Additional comments: on that request in Customer Requests.
- Check what the customer wrote, if anything, against what customers respond to above, and decide what you'd change next time.
- If you need more detail than the email and the app give you, contact Pro Support.
What to tell the customer
- Keep them ahead of you. Respond to messages promptly and send On My Way only when you're heading there. Tell them as early as you can if you'll be late or need to reschedule, and flag anything blocking the service, like a locked gate, a pet, or debris.
- Say it before it costs them. Tell the customer before you do work that could add a charge. Never charge for work you didn't complete.
If something goes wrong
Who left a review: open Customer Search from the menu first, find the customer, and tap [Name]'s Recent Reviews. Pro Support can also help, but what they can share depends on the rating. For 4 stars and above, they can give you the date, customer name, property address, rating and review. For 3 stars and below, they can give you the date, rating and review, but not the customer's identity or address. That's a customer privacy rule, not a system limit.
An older review: use the app. Pro Support's view is limited to the last 10 reviews and has no search, so they usually can't find a specific older one. Your own history in the app goes back further.
Disagreeing with a review, or wanting to reply: there's no way to reply to a review, and no way to change or remove it. Pro Support can't edit or delete reviews either. A review stays as the customer left it, and steady 4 and 5 star ratings on your next jobs bring your average back up.
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