Gig work has become an increasingly popular option for those looking for flexible employment. Whether driving for Uber, delivering for DoorDash or doing freelance tasks online, millions of workers rely on these jobs to make a living. But new research from Rice University sheds light on a hidden downside — how bad ratings and unstable work conditions can take a toll on workers’ mental health and job success.
The study, published in the Journal of Organizational Behavior, was conducted by Tianjun Sun, an assistant professor in psychological sciences, and her co-authors Yijue Liang, who is now an assistant professor of psychology at George Mason University, and Ze Zhu, an assistant professor in psychological & brain sciences at Texas A&M University. Their research reveals that when gig workers receive negative ratings, the psychological impact lingers, making it harder for them to mentally recover and perform well the next day.
“The overall message here is that negative feedback really matters,” Sun said. “It makes it harder for gig workers to detach from work, which affects their well-being and their job performance.”
Unlike traditional employees, gig workers don’t have managers to advocate for them. Instead, their livelihood depends on maintaining high ratings from customers. Many platforms have strict performance thresholds — if a worker’s rating drops too low, they can be removed from the platform with little warning.
“Our study found that this kind of job insecurity makes negative feedback even more stressful,” Sun said. “For gig workers in more secure positions, the effects aren’t as strong. But for those constantly worried about losing access to work, negative ratings take a significant toll.”
The study also highlights how handling negative feedback can be time-consuming and emotionally draining. Many workers must spend additional time responding to complaints, appealing ratings or even redoing tasks — all of which further intensify stress.
"Gig workers receive immediate feedback after completing every task, often in the form of public ratings or reviews that can directly impact their future job opportunities. This level of frequent, real-time feedback is something traditional employees rarely experience," Liang said. "Despite the rapid expansion of the gig economy, researchers still have a limited understanding of how this constant flow of feedback, especially negative feedback, affects workers' well-being and performance."
This creates a difficult cycle: workers invest extra time addressing negative ratings, which makes it harder to mentally detach, leading to increased stress and lower job performance the next day.
So what can be done? With gig work becoming a more significant part of the labor market, the study raises important questions about how platforms manage worker performance and well-being. Sun suggests that companies could take steps to reduce the stress caused by negative feedback.
“Platforms should reconsider how they use customer ratings,” she said. “Instead of automatic deactivation based on scores, companies could implement a warning system or allow workers to explain poor reviews before being penalized.”
For policymakers, this research highlights the need for better job protections in the gig economy. “Unlike traditional employees, gig workers have very little job security,” Sun said. “Giving them more transparency and a fair process to challenge negative ratings could make a big difference.”
As more people turn to gig work, understanding its psychological impact is crucial. While these jobs offer flexibility, they also come with challenges that aren’t always visible. The stress of maintaining good ratings, dealing with negative feedback and lacking job security can take a serious toll on workers’ mental health and job performance.
“This is a conversation that needs to happen,” Sun said. “If gig work is going to be a long-term employment option for millions of people, we need to find ways to make it more sustainable and fair.”